Job description

Position Voice Phone Cloud Contact Center Architect Location Middletown, PA Duration 6+ Months Hybrid Work Mostly remote; candidates must be within 2 hours of Middletown, PA. Background Check National Criminal Background Check required prior to engagement start. Description Of Duties • Design and implement voice and contact center solutions including Natural Language IVR and agent assist voice call. • Migrate from on‑prem contact center to cloud‑hosted contact center as a PCI‑compliant solution. • Plan, document, and support configuration of contact center supporting solutions. • Create detailed solution designs and documentation that support development, implementation, and operations of enterprise‑class SaaS/CCaaS solutions with integration to Natural Language IVR, ChatBOT, and CRM applications. • Centralize contact center scripting, routing, recording, and integration with CRM and other systems. • Act as Lead Unified Communications Solution Architect, leading UC discovery sessions, developing modern contact center 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 as related to IVR and contact center solutions. • Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation required by the PTC. Documentation shall follow the format and/or templates as instructed by the PTC. • Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients. • Lead and participate in project team activities for system work efforts related to enterprise systems. • Work independently to accomplish the tasks and duties assigned. • Adhere to and follow all PTC standards, policies, and procedures. • Utilize various software and/or technology tools to perform job duties. • Perform tasks and other duties as related to this position and role and assigned by the PTC. Minimum Experience • 10+ years experience in designing, building, and managing high‑volume contact center required. • 1+ years experience with Microsoft Dynamics Contact Center solution and Azure Communication Services required. • 1+ years experience with leveraging Copilot Studio or other AI engine for natural language voice bot and chatbot required. • Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems required. • Experience in implementing passing context from IVR to the agent as part of designing omnichannel contact center platform required. • Strong understanding of delegating PCI to other cloud‑hosted providers required. • Equivalent combination of education and/or experience may be accepted. • Proficient in Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module. Desired Skillset • 4 years hands‑on build and maintenance experience in a combination of Cisco Cloud‑based WebEx Contact Center or on‑prem Cisco Contact Center along with Natural Language IVR build and maintenance preferred. • 2+ years hands‑on experience in Nuance IVR build and maintenance preferred. • Experience in transitioning from an on‑prem contact center to a cloud‑based contact center preferred. • Strong understanding of networking principles (DNS, QoS, DHCP, UDP) preferred. • Additional beneficial skills include: Enterprise Business Solutions, specifically SAP projects; ITIL/ITSM practices and methodologies. Certifications / Education • Bachelor’s degree in Business Management or Information Systems. • Equivalent combination of education and/or experience may be accepted. Engagement Requirements • Candidate’s location preferred within the Continental United States. • The work location will be virtual/remote until further notice. When required to be onsite, the work location will be at either PTC Central Administration Building at 700 South Eisenhower Boulevard in Middletown, PA, or PTC Turnpike Industrial Park at 2850 Turnpike Industrial Drive, Middletown, PA. • The resource shall attend onsite meetings at one of the PTC Middletown PA locations for 1 week per calendar quarter based on the schedule set by the PTC. • In‑person interviews or work sessions with stakeholders will be conducted at the PTC facilities in Middletown, PA. • The resource may be required to provide onsite post go‑live support activities at one of the PTC Middletown PA locations. This includes one or more one‑to‑two week tours of duty onsite on a rotating basis with other team members. The post go‑live support period is planned for the six months beginning immediately after the UBOS is live with active customers. • The resource shall attend an orientation session onsite at one of the PTC Middletown PA offices. The resource shall be onsite for the full day of this orientation where they will pick up any assigned PTC Equipment. Equipment will not be shipped and cannot be picked up by anyone other than the selected resource. Travel costs associated with picking up this equipment plus the orientation day will not be reimbursed. • No additional compensation for any travel required, if the resource is based within a 3‑hour commuting distance. The rate is inclusive of any travel costs. Required / Desired Skills Summary • 10+ years designing, building, and managing high‑volume contact center required. • 1+ year Microsoft Dynamics Contact Center solution and Azure Communication Services required. • 1+ year leveraging Copilot Studio or other AI engine for natural language voice bot and chatbot required. • 1+ year experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems required. • Experience in implementing passing context from IVR to the agent as part of designing omnichannel contact center platform required. • Strong understanding in ways to delegate PCI to other cloud‑hosted providers required. • Proficient in Microsoft Office 365 suite including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module required. • Bachelor’s degree in Business Management or Information Systems; equivalent combination of education and/or experience may be accepted. Seniority Level • Mid‑Senior level Employment Type • Full‑time Job Function • Engineering and Information Technology Industries • Software Development Additional Context Referrals increase your chances of interviewing at Jobs via Dice by 2x. Get notified about new Lead Solutions Architect jobs in Middletown, PA. Lancaster, PA $85,000.00‑$100,000.00 1 month ago Carlisle, PA $108,880.00‑$163,320.00 1 week ago Carlisle, PA $136,160.00‑$204,240.00 1 day ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

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