VoIP Contact Center Engineer

Middletown, PA
Contracted
Mid Level
Location:  Middletown, PA - local candidates highly preferred
Position Type: Hybrid, must be available to work onsite 1 week a month
Contract Length: 2.5 years

Position Overview:
Responsible for designing and implementing voice and contact center solutions, including migrating from on-premises to cloud-hosted contact centers in a PCI-compliant environment. They plan, document, and support the configuration of contact center solutions, creating detailed designs and documentation for the development, implementation, and operation of enterprise-class SaaS/CCaaS solutions.

Required Skills:

  • 5+ years of experience in architect-level roles with one or more cloud-based contact center platforms such as Cisco Cloud Contact Center, Microsoft DCCP, NICE CXone, or Genesys

  • 10+ years of experience designing, building, and managing high-volume contact centers across multiple industries or environments

  • Proven experience migrating from on-premise to cloud-based contact center platforms, including integration and optimization in a PCI-compliant environment

  • Experience with at least 2 CTI (Computer Telephony Integration) implementations involving Microsoft Dynamics 365 CE or equivalent CRM systems

  • Expertise in passing context from IVR to agents within omnichannel contact center platforms (e.g., voice, chat, SMS)

  • Proficient in scripting, call routing, call recording, and CRM integration for centralized contact center systems

  • Deep understanding of networking principles, including DNS, QoS, DHCP, and UDP as they apply to contact center and UCaaS architecture

  • Experience designing and implementing PCI-compliant voice and contact center architecture, including tokenization and third-party delegation strategies

  • Understanding of how to delegate PCI responsibilities to third-party cloud-hosted providers through segmentation or scope reduction strategies

  • Experience designing Virtual Desktop Infrastructure (VDI) agent environments tailored for cloud-based contact center operation

  • Ability to create and maintain enterprise architecture roadmaps and high-level designs within a cloud networking environment

Duties:

  • Design and implement enterprise-grade voice and contact center solutions, aligning with business and compliance requirements

  • Lead the migration of contact centers from on-premise to cloud-based platforms, ensuring service continuity and compliance (especially PCI)

  • Plan, document, and support the configuration and deployment of supporting systems for contact centers, including CRM, recording, workforce optimization, and reporting tools

  • Create and maintain detailed technical design documentation, including solution blueprints, process flows, and operational support documents for SaaS/CCaaS environments

  • Act as the Lead Unified Communications Solution Architect, leading discovery workshops, capturing requirements, and translating them into scalable, secure designs

  • Design and implement VDI-based agent environments, optimized for contact center performance and integration with voice, chat, and CRM platforms

  • Architect and support context-rich customer journeys, ensuring seamless handoffs from IVR to agent with full session state preservation

  • Develop, support, and govern the architecture roadmap for voice and network services across the cloud environment

  • Provide technical leadership across IT and business units, guiding best practices for contact center modernization and cloud transformation

  • Stay current with emerging technologies in UCaaS/CCaaS, advising stakeholders on opportunities for innovation, cost savings, and service improvement

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