Summary:

• Design and implement voice and contact center solutions, including Natural Language IVR and agent-assist capabilities.

• Lead the migration from on-premises contact centers to cloud-based, PCI-compliant CCaaS platforms.

• Plan, configure, and document contact center systems and supporting solutions.

• Create detailed solution designs for enterprise SaaS/CCaaS environments, integrating with IVR, ChatBOT, and CRM platforms.

• Centralize contact center scripting, routing, call recording, and CRM integration.

• Serve as the Lead Unified Communications Architect, conducting discovery sessions, designing modern contact center solutions, and developing low-level designs aligned with best practices.

• Design and maintain cloud network architecture and VDI agent environments that support contact center operations.

• Develop architectural roadmaps and high-level designs for IVR and contact center systems.

• Fully document technical work, including designs, diagrams, test plans, and best practices.

• Build and maintain effective working relationships with technical teams, business stakeholders, vendors, and clients.