LingaTech

Lead Contact Center Solution Architect

Middletown, PA - Contracted

Location: Middletown, PA
Position Type: Hybrid
Hybrid Schedule: Onsite one week per calendar quarter, then as needed
Contract Length: 8 months + extensions


Position Overview:
The Lead Contact Center Solution Architect is responsible for designing, implementing, and supporting enterprise-grade voice and contact center solutions, including cloud-based CCaaS platforms, AI-driven IVR systems, and CRM integrations. This role leads the modernization of contact center infrastructure, ensuring scalability, security, and seamless customer and agent experiences in a PCI-compliant environment.

Duties:
  • Design and implement voice and contact center solutions, including Natural Language IVR, AI-driven chatbots, and agent assist features.

  • Lead the migration from on-premises to cloud-hosted contact center environments.

  • Create detailed solution designs, architecture roadmaps, and technical documentation supporting implementation and operations.

  • Centralize and optimize scripting, routing, recording, and CRM integrations across channels.

  • Serve as the Lead Unified Communications Architect, conducting discovery sessions and developing modern UC and CCaaS solutions based on client requirements.

  • Develop and maintain PCI-compliant contact center and VDI agent architectures.

  • Design, document, and support cloud network configurations related to IVR and contact center systems.

  • Integrate Microsoft Dynamics 365 CE, Azure Communication Services, and AI tools such as Copilot Studio to enhance omnichannel capabilities.

  • Support CTI integrations between IVR and CRM systems, ensuring contextual data transfer to agents.

  • Collaborate with business owners, vendors, and technical teams to align solutions with enterprise objectives.

  • Lead and participate in project team activities for enterprise system enhancements.

  • Develop and maintain comprehensive technical and functional documentation, including test plans and impact analyses.

  • Ensure all solutions adhere to ITIL/ITSM best practices, security standards, and enterprise policies.

  • Work independently while managing multiple priorities and delivering high-quality architectural outcomes.


Required Skills:
  • 10+ years of experience designing, building, and managing high-volume contact centers.

  • 1+ years of experience with Microsoft Dynamics Contact Center and Azure Communication Services.

  • 1+ years of experience leveraging Copilot Studio or other AI engines for natural language voice bots and chatbots.

  • Experience with at least 2 CTI integrations involving Microsoft Dynamics CE or equivalent CRM systems.

  • Experience implementing context passing from IVR to agent within an omnichannel contact center platform.

  • Strong understanding of PCI delegation to cloud-hosted providers.

  • Proficiency in Microsoft Office 365 (Teams, Word, Excel, PowerPoint) and the Microsoft ADO Testing Module.

  • Bachelor’s degree in Business Management or Information Systems, or an equivalent combination of education and experience.

Apply: Lead Contact Center Solution Architect
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