Cloud Voice Solutions Architect — CCaaS, AI IVR (Remote)

Mogi I/O : OTT/Podcast/Short Video Apps for you; Middletown Township (PA); Remote; USD 151,536 - 165,312; Full time

Job summary

A leading enterprise communications organization is seeking a Voice Solutions Architect to design and implement cloud-based voice systems. You will architect and optimize contact center solutions, integrating with AI platforms and CRM systems. The ideal candidate has extensive experience in contact center design and a deep understanding of compliance in cloud environments. This position offers a flexible remote work arrangement with periodic onsite engagements in Pennsylvania.

Qualifications

• 10+ years of experience in high-volume contact center design and architecture.
• Hands-on experience with Microsoft Dynamics Contact Center and Azure Communication Services.
• Expertise in developing Natural Language Voice Bots using Copilot Studio or equivalent AI solutions.
• Proven experience in integrating CTI solutions with Microsoft Dynamics CE or comparable CRM platforms.
• Strong architecture experience in omnichannel contact center infrastructure.
• Profound understanding of PCI compliance models.

Responsibilities

• Design, implement, and optimize next-generation voice and cloud contact center architectures.
• Lead migration from on-prem contact centres to cloud-based CCaaS environments.
• Architect and integrate Natural Language IVR, ChatBOTs, and CRM applications.
• Develop detailed technical documents and architecture diagrams.
• Collaborate closely with technology, vendor, and project teams.

Skills

High-volume contact center design

Microsoft Dynamics Contact Center

Natural Language Voice Bots

CTI solutions integration

Omnichannel contact center infrastructure

PCI compliance models

Microsoft Office 365 Suite

Azure DevOps Testing Module

Education

Bachelor’s degree in Information Systems, Computer Science, or Business Management

Tools

Microsoft Dynamics

Copilot Studio

Cisco WebEx Contact Center

Nuance IVR systems

Job description

A leading enterprise communications organization is seeking a Voice Solutions Architect to design and implement cloud-based voice systems. You will architect and optimize contact center solutions, integrating with AI platforms and CRM systems. The ideal candidate has extensive experience in contact center design and a deep understanding of compliance in cloud environments. This position offers a flexible remote work arrangement with periodic onsite engagements in Pennsylvania.