Hybrid, Cloud Contact Center Architect - (Voice/Phone)

1 Week Onsite and 3 Weeks Remote in a Month at Middletown, Pennsylvania (Harrisburg)

Project Information:

This role is meant to design and implement the IVR services for UBOS and make updates to the current CBOS

This person needs to be able to design, architect and implement IVR scripts

Their primary function will be:

Design the call center - incorporating as much AI as possible

Assist in the move from Sysco on-prem to web version - understanding the target for FY27 is to move off Sysco to MS 365 contact center for UBOS go-live

Skills Needed to be successful include:

Knowledge of MS Copilot Studio

They acknowledged that this is a new technology, and people might not be fully versed in it yet

They want someone versed in AI technologies and stressed that adaptability is key

Key takeaways

Find a dynamic person that can design, architect, and implement - this role sounds like a one man show - they are the leader, visionary, and do-er

Find someone with robust AI skills - preferably with MS Copilot Studio knowledge (working knowledge a plus for sure)

Desired Skillset

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 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.

Strong understanding of networking principles (DNS, QOS, DHCP, UDP) is required.

Taras Technology, LLC is an EEO/AA Employer: women, minorities, the disabled and veterans are encouraged to apply