Voice phone cloud center architect

Hi,Hope you are doing well.

My name is Muskan and I'm a Lead Recruiter at Helix Tech IT Services. trying to reach you regarding a fast-moving job opportunity with one of our clients. Requesting you, if you are available in the job market and looking for new opportunities, please let me the best time to reach you on call to discuss further about this role and please share a copy of your updated resume & Find the Job-Description below:PTC – Voice Phone Cloud Contact Center ArchitectWork Location: Hybrid — candidates must be within 2 hours of Middletown, PAOnsite Requirements:

• Onsite at least 1 week per quarter at PTC Middletown, PA
• Onsite for orientation day to pick up assigned equipment (no shipment allowed)
• May require onsite post go-live support (1–2 week rotations during 6-month period after go-live)
• No travel reimbursement if within a 3-hour commuting distance

Engagement Requirements

• Candidate must be based within the Continental United States
• Must attend onsite meetings and orientation in Middletown, PA
• Work is primarily remote , but in-person collaboration may be required based on project milestones

Interview Requirements

• Vendors must submit the candidate’s email address and phone number upon interview acceptance.
• Candidate must show a valid state or federal photo ID during the interview (e.g., driver’s license, passport, visa).
• In addition to the ePATCH background check, PTC also requires a National Criminal Background Check prior to engagement start. Do you accept this requirement?

Description of Duties

• Design and implement voice and contact center solutions including Natural Language IVR and agent assist voice calls.
• Migrate from on-prem contact center to a cloud-hosted CCaaS solution within a PCI-compliant environment.
• Plan, document, and support the configuration of contact center supporting solutions.
• Create detailed solution designs for enterprise-class SaaS/CCaaS integrations with IVR, ChatBOT, and CRM systems.
• Centralize contact center scripting, routing, recording, and CRM integrations.
• Act as the Lead Unified Communications Solution Architect , leading UC discovery sessions and developing modern contact center architectures.
• Develop and maintain architecture roadmaps , high-level designs, and technical documentation.
• Design and implement PCI-compliant phone systems and VDI agent architecture .
• Fully document technical and functional designs, diagrams, test plans, and lessons learned per PTC templates.
• Build productive relationships with business owners, sponsors, and vendors .
• Work independently and adhere to PTC standards, policies, and procedures .
• Utilize Microsoft Office 365 suite and ADO Testing Module for project documentation and collaboration.

Minimum Experience

• 10+ years designing, building, and managing high-volume contact centers
• 1+ years with Microsoft Dynamics Contact Center and Azure Communication Services
• 1+ years leveraging Copilot Studio or other AI engine for natural language Voice Bots and Chatbots
• Experience with at least 2 CTI integrations with Microsoft Dynamics CE or other commercial CRM systems
• Experience designing omnichannel platforms with IVR-to-agent context passing
• Strong understanding of PCI delegation to cloud-hosted providers
• Proficient in Microsoft Office 365 (Teams, Word, Excel, PowerPoint) and Microsoft ADO Testing Module
• Bachelor’s degree in Business Management or Information Systems (or equivalent combination of education and experience)

Desired Skills

• 4+ years hands-on build/maintenance in Cisco WebEx Contact Center (cloud) or Cisco on-prem Contact Center with natural language IVR
• 2+ years hands-on experience with Nuance IVR build and maintenance
• Experience transitioning from on-prem to cloud contact centers
• Strong understanding of networking principles (DNS, QoS, DHCP, UDP)
• Experience in Enterprise Business Solutions (SAP projects preferred)
• Familiarity with ITIL / ITSM practices and methodologies

Certifications / Education

• Bachelor’s degree in Business Management or Information Systems
• Equivalent combinations of education and experience will be considered

Thanks & Regards

Muskan Harda

Team Lead

Helix Tech IT Services

[email protected]

Job Type: Contract

Pay: $84,110.24 - $101,294.05 per year

Work Location: On the road