Description

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

You own the migration from on-premises contact centers to cloud-hosted, PCI-compliant SaaS environments.

Responsibilities

• Create detailed solution designs for enterprise-class CCaaS solutions integrating Natural Language IVR, ChatBOT, and CRM applications.
• Centralize contact center scripting, routing, recording, and integrations with CRM systems.
• Develop low-level designs as the Lead Unified Communications Solution Architect.
• Implement omnichannel platform designs that pass context from IVR to agents.
• Define methods to delegate PCI compliance to cloud-hosted providers.

Required Skills

• 10+ years designing, building, and managing high-volume contact centers.
• 1+ years with Microsoft Dynamics Contact Center solution and Azure Communication Services.
• 1+ years leveraging Copilot Studio or similar AI engines for natural language voice bots and chatbots.
• Experience with at least two CTI integrations with Microsoft Dynamics CE or equivalent CRMs.
• Strong understanding of PCI delegation to cloud providers.
• Proficient in Microsoft Office 365 (Teams, Word, Excel, PowerPoint) and ADO Testing Module.
• Bachelor's degree in business management, information systems, or equivalent experience.

Key Skills

Education

Bachelor's or Master's degrees