Voice Solutions Architect – Cloud Communications Platform

Voice Solutions Architect – Cloud Communications Platform

Location: USA – Middletown, Pennsylvania (Remote with Onsite Engagements)

Work Type: Contract (Full-Time, 40 Hours per Week)

Experience

Required:

10 – 20 Years

Compensation: USD 110 – 120 Hourly

Job Overview: A leading enterprise communications organization is seeking a Voice Phone Cloud Contact Center Architect to design and implement large-scale cloud-based voice and contact center systems. The role involves moving existing on-premise operations into modern, PCI-compliant, cloud-hosted CCaaS environments integrated with AI-powered IVR, ChatBOT, and CRM platforms. The position will lead solution architecture discussions, define technical frameworks, and drive cross-functional collaboration to deliver scalable, intelligent voice and contact center capabilities for a dynamic enterprise environment.

• Design, implement, and optimize next-generation voice and cloud contact center architectures.
• Lead migration from on-prem contact centres to cloud-based CCaaS environments, ensuring PCI compliance.
• Architect and integrate Natural Language IVR, ChatBOTs, and CRM applications such as Microsoft Dynamics.
• Develop detailed technical documents, low-level designs, and architectural blueprints supporting solution deployment and maintenance.
• Act as the Lead Unified Communications Architect, conducting UC discovery sessions and recommending best practice designs.
• Centralize contact center routing, scripting, recording, and system integrations across enterprise applications.
• Develop VDI agent architectures supporting contact center capabilities.
• Create and maintain roadmaps, test plans, architecture diagrams, and compliance documentation following enterprise standards.
• Collaborate closely with technology, vendor, and project teams to ensure seamless architecture execution.
• Provide onsite or remote support during implementation and go-live phases.
• Independently deliver assigned objectives within the established project frameworks and policies.

• 10+ years of experience in high-volume contact center design, architecture, and operations.
• Hands-on experience with Microsoft Dynamics Contact Center and Azure Communication Services.
• Expertise in developing Natural Language Voice Bots using Copilot Studio or equivalent AI solutions.
• Proven experience integrating CTI solutions with Microsoft Dynamics CE or comparable CRM platforms.
• Strong architecture experience in omnichannel contact center infrastructure with context flow from IVR to agents.
• Profound understanding of PCI compliance models and delegated security in cloud environments.
• Proficiency in Microsoft Office 365 Suite (Teams, Word, Excel, PowerPoint) and Azure Dev Ops Testing Module.

• 4+ years of experience with Cisco Web Ex Contact Center (Cloud or On-Prem), including IVR integration and maintenance.
• 2+ years of experience working with Nuance IVR systems.
• Proven experience designing and transitioning on-prem to cloud contact centers.
• Strong understanding of networking principles (DNS, QOS, DHCP, UDP).
• Familiarity with Enterprise Solutions (SAP), ITIL/ITSM Frameworks, and enterprise-grade architecture methodologies.

• Bachelor’s degree in Information Systems, Computer Science, or Business Management (or equivalent experience).
• Relevant certifications in Cloud Contact Center, Azure, Cisco, or Unified Communications preferred.

• Candidate must reside within the Continental United States.
• Position is remote, with periodic onsite engagements based on project needs.
• Onsite visits required for project kick-offs, design reviews, user onboarding, and post go-live support.
• Candidate must be available for annual or quarterly onsite presence as per the engagement schedule.
• Travel expenses should be factored within the hourly rate if relocation is not required.