Enterprise Architect – Omnichannel & Natural Language IVR

Mogi I/O : OTT/Podcast/Short Video Apps for you; Harrisburg (Dauphin County); Hybrid; USD 151.536 - 165.312; Vollzeit

Zusammenfassung

A leading enterprise communications organization is seeking a Voice Phone Cloud Contact Center Architect to design and implement large-scale cloud-based voice and contact center systems. This role requires over 10 years of experience in contact center design and operations. The position is remote, with some onsite engagements required based on project needs.

Qualifikationen

• 10+ years of experience in high-volume contact center design and operations.
• Hands-on experience with Microsoft Dynamics and Azure Communication Services.
• Expertise in developing Natural Language Voice Bots.

Aufgaben

• Design and optimize cloud contact center architectures.
• Lead migration from on-prem contact centers to cloud-based solutions.
• Architect and integrate IVR and CRM applications.

Kenntnisse

Contact center design

Microsoft Dynamics Contact Center

Natural Language Voice Bots

CTI integration

PCI compliance

Microsoft Office 365 Suite

Ausbildung

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

Tools

Azure Communication Services

Cisco WebEx Contact Center

Nuance IVR systems

Jobbeschreibung

Location: USA – Middletown, Pennsylvania (Remote with Onsite Engagements)

Work Type: Contract (Full-Time, 40 Hours per Week)

Experience Required: 10 – 20 Years

Compensation: USD 110 – 120 Hourly

Job Overview

A leading enterprise communications organization is seeking a Voice Phone Cloud Contact Center Architect to design and implement large-scale cloud-based voice and contact center systems. The role involves moving existing on-premise operations into modern, PCI-compliant, cloud-hosted CCaaS environments integrated with AI-powered IVR, ChatBOT, and CRM platforms. The position will lead solution architecture discussions, define technical frameworks, and drive cross-functional collaboration to deliver scalable, intelligent voice and contact center capabilities for a dynamic enterprise environment.

Key Responsibilities

• Design, implement, and optimize next-generation voice and cloud contact center architectures.
• Lead migration from on-prem contact centers to cloud-based CCaaS environments, ensuring PCI compliance.
• Architect and integrate Natural Language IVR, ChatBOTs, and CRM applications such as Microsoft Dynamics.
• Develop detailed technical documents, low-level designs, and architectural blueprints supporting solution deployment and maintenance.
• Act as the Lead Unified Communications Architect, conducting UC discovery sessions and recommending best practice designs.
• Centralize contact center routing, scripting, recording, and system integrations across enterprise applications.
• Develop VDI agent architectures supporting contact center capabilities.
• Create and maintain roadmaps, test plans, architecture diagrams, and compliance documentation following enterprise standards.
• Collaborate closely with technology, vendor, and project teams to ensure seamless architecture execution.
• Provide onsite or remote support during implementation and go-live phases.
• Independently deliver assigned objectives within the established project frameworks and policies.

Must-Have Requirements

• 10+ years of experience in high-volume contact center design, architecture, and operations.
• 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 integrating CTI solutions with Microsoft Dynamics CE or comparable CRM platforms.
• Strong architecture experience in omnichannel contact center infrastructure with context flow from IVR to agents.
• Profound understanding of PCI compliance models and delegated security in cloud environments.
• Proficiency in Microsoft Office 365 Suite (Teams, Word, Excel, PowerPoint) and Azure DevOps Testing Module.

Nice-to-Have Skills

• 4+ years of experience with Cisco WebEx Contact Center (Cloud or On-Prem), including IVR integration and maintenance.
• 2+ years of experience working with Nuance IVR systems.
• Proven experience designing and transitioning on-prem to cloud contact centers.
• Strong understanding of networking principles (DNS, QoS, DHCP, UDP).
• Familiarity with Enterprise Solutions (SAP), ITIL/ITSM Frameworks, and enterprise-grade architecture methodologies.

Certifications / Education

• Bachelor’s degree in Information Systems, Computer Science, or Business Management (or equivalent experience).
• Relevant certifications in Cloud Contact Center, Azure, Cisco, or Unified Communications preferred.

Engagement Requirements

• Candidate must reside within the Continental United States.
• Position is remote, with periodic onsite engagements based on project needs.
• Onsite visits required for project kick‑offs, design reviews, user onboarding, and post go‑live support.
• Candidate must be available for annual or quarterly onsite presence as per the engagement schedule.

Travel expenses should be factored within the hourly rate if relocation is not required.