Senior Level - Voice Phone Cloud Contact Center Architect

In-person interviews

The resource shall attend onsite meetings at one of the PTC Middletown PA locations for 1 week per calendar quarter

The resource must be onsite for the full 1st day of this orientation where they will pick up any Equipment

The resource may be required to provide onsite post go-live support activities at one of the Middletown PA locations. This includes one or more one-to-two week tours of duty onsite on a rotating basis with other team members. The post go-live support period is planned for the six months beginning immediately after the UBOS is "live" with active customers.

• Design and implement voice and contact center solutions including Natural Language IVR, and agent assist voice call.
• Migrate from on prem contact center to cloud hosted contact center as a service provider in a PCI compliant environment.
• Plan, document, and support the configuration of contact center supporting solutions.
• Create detailed solution designs and documentation that supports the development, implementation, and operations of enterprise-class SaaS/CCaaS solutions with seamless integration with Natural Language IVR, ChatBOT, and CRM applications.
• Centralize contact center scripting, routing, recording, and integration with CRM and other systems.
• Act as the Lead Unified Communications Solution Architect, leading UC discovery sessions, developing modern contact center solutions based on client requirements, and creating low-level designs based on best practices.
• Develop and maintain detailed designs within the Cloud Network environment.
• Design and implement PCI-compliant phone and contact center architecture.
• Design and implement VDI agent architecture enabling and supporting the capabilities above.

Do you have experience in VoIP implementation projects?, Do you have a Bachelor's degree?, Experience in designing, building, and managing high volume contact center Required 10

Microsoft's Dynamics Contact Center solution and Azure Communication Services Highly desired 1

Leveraging copilot studio or other AI engine for natural language voice Bot and chatbot Required 1

Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems Required

Experience in implementing passing context from IVR to the agent as part of designing omnichannel contact center platform Required

Strong understanding in ways to delegate PCI to other cloud hosted providers Required

Proficient in the Microsoft Office 365 suite including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module Required

Bachelor's degree in business management or information systems; equivalent combination of education and/or experience may be accepted Required

4 years' hands on build and maintenance experience as in combination of either Cisco Cloud based WebEx Contact Center, or the on prem Cisco Contact Center along with natural language IVR build and maintenance is preferred.