Description

You design and implement voice and contact center solutions, including Natural Language IVR and agent assist voice call.

Responsibilities

• Migrate from on-prem contact center to cloud hosted contact center as a service provider in a PCI compliant environment.
• Create detailed solution designs and documentation for enterprise-class SaaS/CCaaS solutions integrating 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, developing modern contact center solutions and creating low-level designs.

Required Skills

• 10+ years experience designing, building, and managing high volume contact centers.
• 1+ years experience with Microsoft Dynamics Contact Center solution and Azure Communication Services.
• 1+ years experience leveraging Copilot Studio or other AI engine for natural language voice Bot and chatbot.
• Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems.
• Experience implementing passing context from IVR to the agent for omnichannel contact center platform design.
• Strong understanding of methods to delegate PCI to other cloud hosted providers.
• Proficient in the Microsoft Office 365 suite (Teams, Word, Excel, PowerPoint) and Microsoft ADO Testing Module.
• Bachelor's degree in business management or information systems, or equivalent experience.

Key Skills

Education

Bachelor's or Master's degrees