Job Title: Voice/Cloud Contact Center Architect
Location: Middletown, PA (Hybrid – Mostly Remote)
Duration: 8 Months
Job Summary:
"Navitas Partners, LLC" is seeking Voice/Cloud Contact Center Architect for an exciting REMOTE role.
Responsibilities:
Design and implement enterprise-class voice and contact center solutions, including Natural Language IVR and agent assist capabilities.
Migrate on-premises contact center platforms to cloud-based, PCI-compliant solutions.
Develop and maintain detailed solution designs, documentation, and operational procedures.
Centralize contact center scripting, routing, recording, and CRM integrations.
Lead UC discovery sessions and develop low-level designs based on client requirements and best practices.
Design and implement VDI agent architecture to support contact center solutions.
Develop architecture roadmaps and high-level designs for cloud environments related to IVR and contact centers.
Document all technical and functional work, including designs, diagrams, test plans, and lessons learned.
Build productive working relationships with technology staff, business owners, project sponsors, vendors, and clients.
Participate in project team activities and work independently to accomplish assigned tasks.
Minimum Qualifications:
10+ years’ experience designing, building, and managing high-volume contact centers.
1+ year experience with Microsoft Dynamics Contact Center and Azure Communication Services.
1+ year experience leveraging AI engines (e.g., Copilot Studio) for natural language voice bots and chatbots.
Experience with at least 2 CTI integrations with Microsoft Dynamics CE or equivalent CRM platforms.
Experience passing context from IVR to agents in an omnichannel contact center.
Strong understanding of PCI delegation to cloud providers.
Proficient with Microsoft Office 365 suite (Teams, Word, Excel, PowerPoint) and Microsoft ADO Testing Module.
Bachelor’s degree in Business Management, Information Systems, or equivalent experience.
Preferred Qualifications:
4+ years hands-on experience with Cisco WebEx Contact Center or on-prem Cisco Contact Center with Natural Language IVR.
2+ years hands-on experience with Nuance IVR solutions.
Experience transitioning from on-premises to cloud contact centers.
Strong networking knowledge (DNS, QoS, DHCP, UDP).
Experience with enterprise business solutions, ITIL/ITSM practices, or SAP projects.
Engagement Requirements:
Work primarily remote with occasional onsite presence in Middletown, PA.
Attend onsite meetings up to 1 week per quarter.
Participate in orientation and post-go-live support onsite as required.
About Navitas Partners, LLC certified WBENC and one of the fastest-growing Technical / IT staffing firms in the US providing services to numerous clients. We offer the most competitive pay for every position. We understand this is a partnership. You will not be blindsided and your salary will be discussed upfront.