Lead Contact Center Solution Architect
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Job Location:
Middletown, DE - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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.
Bachelors degree in Business Management or Information Systems or an equivalent combination of education and experience.
Required Experience:
Senior IC
Key Skills
- Business Process
- VMware
- Cloud
- HTML5
- Windows
- Project managements
- AWS
- Infrastructure
- Web Services
- JQuery
- Java
- Computer Engineering
- Solutions design
- Technical Solutions
- Analytics
About Company
Careers at LingaTech: Love Where You Work! Welcome to the vibrant world of LingaTech, where technology meets fun and innovation! Are you ready to join the adventure? As a premier employer of top-notch technology consultants, we're on a mission to assemble the most talented and passion ... View more
