Data-Core Systems, Inc. is a provider of information technology, consulting and business process services. We offer breakthrough tech solutions and have worked with companies, hospitals, universities and government organizations. A proven partner with a passion for client satisfaction, we combine technology innovation, business process expertise and a global, collaborative workforce that exemplifies the future of work. For more information about Data-Core Systems, Inc., please visit https://datacoresystems.com/.
Data-Core Systems Inc. is seeking Voice/Phone and Cloud Contact Center Technology Architect to be a part of our Consulting team. You will participate and effectively contribute to the design, development, and implementation of complex applications, often using new technologies. You will provide technical expertise and systems design for individual initiatives. You will have the opportunity to work with other SME consultants from our existing team.
Key Responsibilities
- Design and implement voice and contact center solutions, including Natural Language IVR, and agent assist voice call.
- Migrate from an on-prem contact center to a 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.
- Centralized 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
- 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 client. This documentation shall follow the format and/or templates as instructed by the client.
- 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 of the client’s 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 client.
Desired Skillsets
- 7 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 required.
- 2+ years’ hands on experience in Nuance IVR build and maintenance is preferred.
- 1+ years’ experience with Microsoft’s Dynamics Contact Center solution and Azure Communication Services is preferred.
- 1+ years’ experience with leveraging copilot studio or other AI engine for natural language voice Bot and chatbot are required.
- 10+ years’ experience desired in designing, building, and managing high volume contact center is required.
- Experience in moving from an on prem contact center to a cloud-based contact center is required.
- Experience with at least 2 CTI integrations with the 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 an omnichannel contact center platform is required.
- A strong understanding in ways to delegate PCI to other cloud-hosted providers is required.
- A strong understanding of networking principles (DNS, QOS, DHCP, UDP) is required.