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Contact Center Technical Architect

4 months ago

Harrisburg, United States PC Network Inc. Full time

Contact Center Technology Architect

  1. Design and implement voice and contact center solutions
  2. Migrate from on prem contact center to cloud hosted contact center as a service provider in a PCI compliant environment
  3. Plan, document, and support the configuration of contact center supporting solutions
  4. Create detailed solution designs and documentation that supports the development, implementation, and operations of enterprise-class SaaS/CCaaS solutions
  5. Proficient in centralized contact center scripting, routing, recording, and integration with CRM and other systems
  6. Understand networking principals (DNS, QOS, DHCP, UDP)
  7. Act as the Lead Unified Communications Solution Architect, leading UC discovery sessions, developing solutions based on client requirements, and creating low-level designs based on best practices
  8. Develop and maintain detailed designs within the Cloud Network environment
  9. Design and implement PCI-compliant phone and contact center architecture
  10. Design and implement VDI agent architecture enabling and supporting the capabilities above
  11. Develop, support, and implement architecture roadmaps and high-level designs for the Cloud Network environment

Training / Experience Desired or Required

  • 5 years' experience as in combination of either Cisco Cloud based Contact Center, Microsoft's DCCP, Nice Connect, or Genesys Contact Center Architect level roles required with 10+ years desired in designing, building, and managing high volume contact center
  • Experience in moving from an on prem contact center to a cloud-based contact center
  • Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems
  • Experience in passing context from IVR to the agent as part of designing omnichannel contact center platform
  • Strong understanding in ways to delegate PCI to other cloud hosted providers


This position requires a successful drug screen and background check. To be considered for the position you must be eligible to work in the United States without sponsorship. We do not provide relocation assistance.


Be a Part of the PCN Team

Inquisitive. Honest. Collaborative. Our customers use these words to describe the PCN team. We understand that our employees are the foundation of our success now and in the future. Because of this, we encourage our team members to be individuals, supporting teamwork, entrepreneurism, and authenticity. We look for individuals who seek enriching experiences and challenges in their projects and career. Our philosophy of a successful employee includes making resources and tools readily available such as mentors and continuing education to facilitate long term success.


Equal Employment Opportunity Policy Statement

PC Network provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. PC Network complies with applicable laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.

PC Network expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of PC Network employees to perform their job duties may result in discipline up to and including termination.