LingaTech
VoIP Contact Center Engineer
Middletown, PA - Contracted
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
Experience with Microsoft Copilot Studios or strong ability to quickly learn and adapt to it
Familiarity with Cisco and Nuance platforms to support existing systems
Proven experience working with multiple vendors, not limited to a single-vendor environment
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
