What are the responsibilities and job description for the Contact center architect position at PCN?
Contact Center Technology Architect
- Design and implement voice and contact center solutions
- Migrate from on prem contact center to cloud hosted contact center as a service provider in a PCI compliant environment
- Plan, document, and support the configuration of contact center supporting solutions
- Create detailed solution designs and documentation that supports the development, implementation, and operations of enterprise-class SaaS / CCaaS solutions
- Proficient in centralized contact center scripting, routing, recording, and integration with CRM and other systems
- Understand networking principals (DNS, QOS, DHCP, UDP)
- Act as the Lead Unified Communications Solution Architect, leading UC discovery sessions, developing solutions based on client requirements, and creating low-level designs based on best practices
- 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
Training / Experience Desired or Required
- years' experience as in combination of either Cisco Cloud based Contact Center, Microsoft's DCCP, Nice Connect, or Genesys Contact Center Architect level roles required with years desired in designing, building, and managing high volume contact center
- Experience in moving from an on prem contact center to a cloud-based contact center
- Experience with at least CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems
- Experience in passing context from IVR to the agent as part of designing omnichannel contact center platform
- Strong understanding in ways to delegate PCI to other cloud hosted providers
Last updated : 2024-07-10
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