Lead Contact Center Solution Architect

2 days ago

Middletown PA, United States LingaTech Full time

Location:
Middletown, PA

Position Type:
Hybrid

Hybrid Schedule:
Onsite one week per calendar quarter, then as needed

Contract Length:
8 months + extensions

Position Overview:

The Lead Contact Center Solution Architect is responsible for designing, implementing, and supporting enterprise-grade voice and contact center solutions, including cloud-based CCaaS platforms, AI-driven IVR systems, and CRM integrations. This role leads the modernization of contact center infrastructure, ensuring scalability, security, and seamless customer and agent experiences in a PCI-compliant environment.

Duties:

  • Design and
    implement
    voice and contact center solutions, including
    Natural Language IVR
    , AI-driven chatbots, and agent assist features.
  • Lead the
    migration from on-premises to cloud-hosted contact center
    environments.
  • Create detailed
    solution designs
    ,
    architecture roadmaps
    , and technical documentation supporting implementation and operations.
  • Centralize and optimize
    scripting, routing, recording
    , and
    CRM integrations
    across channels.
  • Serve as the
    Lead Unified Communications Architect
    , conducting discovery sessions and developing modern UC and CCaaS solutions based on client requirements.
  • Develop and maintain
    PCI-compliant
    contact center and
    VDI agent
    architectures.
  • Design, document, and support
    cloud network
    configurations related to IVR and contact center systems.
  • Integrate
    Microsoft Dynamics 365 CE
    ,
    Azure Communication Services
    , and AI tools such as
    Copilot Studio
    to enhance omnichannel capabilities.
  • Support
    CTI integrations
    between IVR and CRM systems, ensuring contextual data transfer to agents.
  • Collaborate with
    business owners, vendors, and technical teams
    to align solutions with enterprise objectives.
  • Lead and participate in
    project team activities
    for enterprise system enhancements.
  • Develop and maintain comprehensive
    technical and functional documentation
    , including test plans and impact analyses.
  • Ensure all solutions adhere to
    ITIL/ITSM best practices
    , security standards, and enterprise policies.
  • Work independently while managing multiple priorities and delivering high-quality architectural outcomes.

Required Skills:

  • 10+ years
    of experience designing, building, and managing
    high-volume contact centers
    .
  • 1+ years
    of experience with
    Microsoft Dynamics Contact Center
    and
    Azure Communication Services
    .
  • 1+ years
    of experience leveraging
    Copilot Studio
    or other
    AI engines
    for natural language
    voice bots
    and
    chatbots
    .
  • Experience with at least
    2 CTI integrations
    involving
    Microsoft Dynamics CE
    or equivalent
    CRM systems
    .
  • Experience implementing
    context passing from IVR to agent
    within an
    omnichannel contact center platform
    .
  • Strong understanding of
    PCI delegation
    to cloud-hosted providers.
  • Proficiency in
    Microsoft Office 365
    (Teams, Word, Excel, PowerPoint) and the
    Microsoft ADO Testing Module
    .
  • Bachelor's degree
    in
    Business Management
    or
    Information Systems
    , or an equivalent combination of education and experience.

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