Voice Phone Cloud Contact Center Architect na Global Data Consultants

GDC IT Solutions is currently seeking a Voice Phone Cloud Contact Center Architect to work in a remote capacity, with onsite visits at the Pennsylvania Turnpike Commission (PTC) offices in Middletown, PA once per quarter. This position offers the opportunity to lead enterprise-level cloud contact center modernization initiatives in a collaborative, technology-forward environment.

OVERVIEW:

As a Voice Phone Cloud Contact Center Architect, you will be responsible for designing and implementing advanced contact center and unified communications solutions, including cloud migration, natural language IVR, AI-assisted customer interactions, and secure PCI-compliant architectures. You will play a key role in defining technical roadmaps, ensuring seamless integration across enterprise platforms, and mentoring teams in delivering scalable communication systems.

Responsibilities:

• Design and implement voice and contact center solutions including Natural Language IVR and agent assist voice call capabilities.
• Lead migration from on-prem contact centers to cloud-hosted contact center as a service (CCaaS) environments in a PCI-compliant framework.
• Create detailed solution designs and documentation for enterprise-class SaaS/CCaaS integrations with IVR, ChatBOT, and CRM applications.
• Act as the Lead Unified Communications Solution Architect, conducting UC discovery sessions, developing modern solutions, and creating low-level designs based on best practices.
• Centralize contact center scripting, routing, recording, and CRM system integration.
• Design and implement PCI-compliant phone and contact center architecture.
• Design and implement VDI agent architecture supporting cloud contact center capabilities.
• Develop, support, and maintain architecture roadmaps and high-level designs for cloud network environments related to IVR and contact center solutions.
• Document all technical work including designs, diagrams, test plans, and best practices following PTC standards.
• Collaborate effectively with technology staff, business owners, vendors, and project sponsors.
• Lead and participate in project activities related to enterprise system work efforts.
• Work independently while adhering to all PTC standards, policies, and procedures.
• Utilize various software and technology tools to perform job duties.
• Perform additional duties as assigned by the PTC.

• 10+ years of experience designing, building, and managing high-volume contact centers.
• 1+ years of experience with Microsoft Dynamics Contact Center solution and Azure Communication Services.
• 1+ years of experience using Copilot Studio or other AI engines for natural language voice bots and chatbots.
• Experience with at least two CTI integrations with Microsoft Dynamics CE or equivalent CRM platforms.
• Experience implementing context passing from IVR to agents in an omnichannel contact center environment.
• Strong understanding of delegating PCI responsibilities to cloud service providers.
• Proficiency with Microsoft Office 365 suite including Teams, Word, Excel, PowerPoint, and Microsoft ADO Testing Module.
• Equivalent combination of education and experience may be considered.

Preferred Experience:

• 4+ years of hands-on experience building or maintaining Cisco Cloud WebEx Contact Center or Cisco on-prem Contact Center, including natural language IVR systems.
• 2+ years of hands-on experience with Nuance IVR build and maintenance.
• Experience transitioning from on-prem contact centers to cloud-based environments.
• Strong understanding of networking principles (DNS, QoS, DHCP, UDP).
• Familiarity with enterprise business systems such as SAP.
• Knowledge of ITIL / ITSM practices and methodologies.

Education:

• Bachelor’s degree in Business Management, Information Systems, or related field.
• Equivalent combination of education and experience may be accepted.

What We Do:

Working for GDC means you will be at the forefront of the technological world. We are a full-service staffing and Information Technology service company striving to make a difference in our communities by finding, developing, and deploying solutions.

Why Work for GDC?

• Cutting Edge Technology and Innovation

• Career Growth Opportunities

• Employee-Centric Environment

• Comprehensive Benefits Package

• Holiday and Vacation

Equal Opportunity Workplace:

GDC is an equal opportunity employer and welcomes applicants from all diverse backgrounds to apply. Our goal as an organization is to empower our teams to achieve their personal best and foster their professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification forms upon hire.

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