• IVR PCI Microsoft Office 365 Architect

    COOLSOFT (Dauphin County, PA)


    IVR PCI Microsoft Office 365 Architect

     

    (Jobs in Dauphin County, PA)

     

    Requirement id 155477

     

    Job title Architect

     

    Job location in Dauphin County, PA

     

    Skills required CRM Systems, IVR, PCI, Microsoft Office 365

     

    Open Date 10-Oct-2025

     

    Close Date

     

    Job type Contract

     

    Duration 8 Months

     

    Compensation DOE

     

    Status requirement ---

     

    Job interview type ---

     

    Email Recruiter:coolsoft

     

    Job Description Architect: CRM Systems, IVR, PCI, Microsoft Office 365

     

    Start Date :10/20/2025

     

    End Date :06/30/2026

     

    Submission Deadline :10/17/2025

     

    Client Info : PTC

    Note:

    * **Hybrid (mostly remote) -- candidates must be 2 hours or less from Middletown, PA**

    Description :

    Description of Duties

    • Design and implement voice and contact center solutions including Natural Language IVR, and agent assist voice call.

    • 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 with seamless integration with Natural Language IVR, ChatBOT, and CRM applications.

    • Centralize contact center scripting, routing, recording, and integration with CRM and other systems.

    • Act as the Lead Unified Communications Solution Architect, leading UC discovery sessions, developing modern contact center solutions based on client requirements, and creating low-level designs based on best practices.

    • Develop and maintain detailed designs within the Cloud Network environment.

    • 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 as related to IVR and contact center solutions.

    • Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the PTC. This documentation shall follow the format and / or templates as instructed by the PTC.

    • Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.

    • Lead and participate in project team activities for system work efforts related to enterprise systems.

    • Work independently to accomplish the tasks and duties assigned.

    • Adhere to and follow all PTC standards, policies, and procedures.

    • Utilize various software and/or technology tools to perform job duties.

    • Perform tasks and other duties as related to this position and role and assigned by the PTC.

    Minimum Experience

    • 10+ years experience in designing, building, and managing high volume contact center is required.

    • 1+ years experience with Microsofts Dynamics Contact Center solution and Azure Communication Services is required.

    • 1+ years experience with leveraging copilot studio or other AI engine for natural language voice Bot and chatbot are required.

    • Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems is required.

    • Experience in implementing passing context from IVR to the agent as part of designing omnichannel contact center platform is required.

    • Strong understanding in ways to delegate PCI to other cloud hosted providers is required.

    • Equivalent combination of education and/or experience may be accepted.

    • Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module.

    Desired Skillset

    • 4 years hands on build and maintenance experience as in combination of either Cisco Cloud based WebEx Contact Center, or the on prem Cisco Contact Center along with natural language IVR build and maintenance is preferred.

    • 2+ years hands on experi

     

    Call502-379-4456 Ext 100for more details. Please provide Requirement id: 155477 while calling.

     

    EOE Protected Veterans/Disability