PTC – Voice Phone Cloud Contact Center Architect

Judge Group, Inc. Logo
Judge Group, Inc.
Harrisburg, PA, United States
  • Hardware
  • Applications have closed

Location: Harrisburg, PA

Salary: $100.00 USD Hourly – $120.00 USD Hourly

Description:

Job Title: Voice Phone Cloud Contact Center Architect

Location: Hybrid onsite Middletown, PA

Duration: 6 Months

Position Summary:

Client is seeking a highly experienced Voice Phone Cloud Contact Center Architect to lead the design, implementation, and migration of its contact center infrastructure from on-premise to a cloud-hosted, PCI-compliant environment. This role requires deep expertise in unified communications, cloud contact center platforms, and AI-driven voice technologies.

Key Responsibilities:

  • Architect and implement cloud-based contact center solutions including Natural Language IVR and agent assist voice calls
  • Lead migration from on-prem contact center to cloud-hosted CCaaS in a PCI-compliant setup
  • Design and document enterprise-class SaaS/CCaaS solutions integrated with IVR, ChatBOT, and CRM systems
  • Centralize scripting, routing, recording, and CRM integration
  • Act as Lead UC Solution Architect, conducting discovery sessions and creating low-level designs
  • Design VDI agent architecture and cloud network environments
  • Develop architecture roadmaps and support post-go-live activities
  • Maintain comprehensive documentation including technical designs, test plans, and best practices
  • Collaborate with internal teams, vendors, and stakeholders to ensure successful implementation
  • Attend quarterly onsite meetings and orientation in Middletown, PA

Minimum Qualifications:

  • 10 years in high-volume contact center architecture
  • 1 years with Microsoft Dynamics Contact Center and Azure Communication Services
  • Experience with AI engines like Copilot Studio for voice/chatbot integration
  • Proven CTI integration experience with Microsoft Dynamics CE or similar CRM platforms
  • Strong understanding of PCI delegation strategies in cloud environments
  • Proficiency in Microsoft Office 365 and ADO Testing Module

Preferred Skills:

  • 4 years with Cisco WebEx Contact Center or on-prem Cisco Contact Center
  • 2 years with Nuance IVR systems
  • Experience transitioning from on-prem to cloud contact centers
  • Networking knowledge (DNS, QOS, DHCP, UDP)
  • Familiarity with SAP, ITIL/ITSM methodologies

Education & Certifications:

  • Bachelor’s degree in Business Management or Information Systems (or equivalent experience)

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Contact:

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