Job description

Location: USA – Middletown, Pennsylvania (Remote with Onsite Engagements) Work Type: Contract (Full-Time, 40 Hours per Week) Experience Required: 10 – 20 Years Compensation: USD 110 – 120 Hourly Job Overview A leading enterprise communications organization is seeking a Voice Phone Cloud Contact Center Architect to design and implement large-scale cloud-based voice and contact center systems. The role involves moving existing on-premise operations into modern, PCI-compliant, cloud-hosted CCaaS environments integrated with AI-powered IVR, ChatBOT, and CRM platforms. The position will lead solution architecture discussions, define technical frameworks, and drive cross-functional collaboration to deliver scalable, intelligent voice and contact center capabilities for a dynamic enterprise environment. Key Responsibilities • Design, implement, and optimize next-generation voice and cloud contact center architectures. • Lead migration from on-prem contact centers to cloud-based CCaaS environments, ensuring PCI compliance. • Architect and integrate Natural Language IVR, ChatBOTs, and CRM applications such as Microsoft Dynamics. • Develop detailed technical documents, low-level designs, and architectural blueprints supporting solution deployment and maintenance. • Act as the Lead Unified Communications Architect, conducting UC discovery sessions and recommending best practice designs. • Centralize contact center routing, scripting, recording, and system integrations across enterprise applications. • Develop VDI agent architectures supporting contact center capabilities. • Create and maintain roadmaps, test plans, architecture diagrams, and compliance documentation following enterprise standards. • Collaborate closely with technology, vendor, and project teams to ensure seamless architecture execution. • Provide onsite or remote support during implementation and go-live phases. • Independently deliver assigned objectives within the established project frameworks and policies. Must-Have Requirements • 10+ years of experience in high-volume contact center design, architecture, and operations. • Hands-on experience with Microsoft Dynamics Contact Center and Azure Communication Services. • Expertise in developing Natural Language Voice Bots using Copilot Studio or equivalent AI solutions. • Proven experience integrating CTI solutions with Microsoft Dynamics CE or comparable CRM platforms. • Strong architecture experience in omnichannel contact center infrastructure with context flow from IVR to agents. • Profound understanding of PCI compliance models and delegated security in cloud environments. • Proficiency in Microsoft Office 365 Suite (Teams, Word, Excel, PowerPoint) and Azure DevOps Testing Module. Nice-to-Have Skills • 4+ years of experience with Cisco WebEx Contact Center (Cloud or On-Prem), including IVR integration and maintenance. • 2+ years of experience working with Nuance IVR systems. • Proven experience designing and transitioning on-prem to cloud contact centers. • Strong understanding of networking principles (DNS, QOS, DHCP, UDP). • Familiarity with Enterprise Solutions (SAP), ITIL/ITSM Frameworks, and enterprise-grade architecture methodologies. Certifications / Education • Bachelor’s degree in Information Systems, Computer Science, or Business Management (or equivalent experience). • Relevant certifications in Cloud Contact Center, Azure, Cisco, or Unified Communications preferred. Engagement Requirements • Candidate must reside within the Continental United States. • Position is remote, with periodic onsite engagements based on project needs. • Onsite visits required for project kick-offs, design reviews, user onboarding, and post go-live support. • Candidate must be available for annual or quarterly onsite presence as per the engagement schedule. • Travel expenses should be factored within the hourly rate if relocation is not required.

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