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Voice/Phone/Cloud Contract Center Architect

3 months ago

Middletown PA United States CAI Full time

Job ID Number

R3159

Employment Type

Full time

Worksite Flexibility

Onsite

Job Summary

As the Voice/Phone and Cloud Contract Center Technology Architect, you will be responsible for designing and implementing voice and contact center solutions.

Job Description

We are looking for a Voice/Phone and Cloud Contract Center Technology Architect to d esign and implement voice and contact center solutions . This position will be full-time and onsite.

What You'll Do

  • Design and implement voice and contact center solutions

  • 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

  • Proficient in centralized contact center scripting, routing, recording, and integration with CRM and other systems

  • Understand networking principals (DNS, QOS, DHCP, UDP)

  • 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

  • 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

  • Develop, support, and implement architecture roadmaps and high-level designs for the Cloud Network environment

What You'll Need

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

Physical Demands

  • Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

  • Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

  • Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or 824 - 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.