Job ID NumberR3159Employment TypeFull timeWorksite FlexibilityOnsiteJob SummaryAs the Voice/Phone and Cloud Contract Center Technology Architect, you will be responsible for designing and implementing voice and contact center solutions.Job DescriptionWe are looking for a Voice/Phone and Cloud Contract Center Technology Architect to design and implement voice and contact center solutions. This position will be full-time and onsite.What You’ll DoDesign and implement voice and contact center solutionsMigrate from on prem contact center to cloud hosted contact center as a service provider in a PCI compliant environmentPlan, document, and support the configuration of contact center supporting solutionsCreate detailed solution designs and documentation that supports the development, implementation, and operations of enterprise-class SaaS/CCaaS solutionsProficient in centralized contact center scripting, routing, recording, and integration with CRM and other systemsUnderstand networking principals (DNS, QOS, DHCP, UDP)Act as the Lead Unified Communications Solution Architect, leading UC discovery sessions, developing solutions based on client requirements, and creating low-level designs based on best practicesDevelop and maintain detailed designs within the Cloud Network environmentDesign and implement PCI-compliant phone and contact center architectureDesign and implement VDI agent architecture enabling and supporting the capabilities aboveDevelop, support, and implement architecture roadmaps and high-level designs for the Cloud Network environmentWhat You'll NeedRequired:5 years’ experience as in combination of either Cisco Cloud based Contact Center, Microsoft's DCCP, Nice Connect, or Genesys Contact Center Architect level roles required with 10+ years desired in designing, building, and managing high volume contact centerExperience in moving from an on prem contact center to a cloud-based contact centerExperience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systemsExperience in passing context from IVR to the agent as part of designing omnichannel contact center platformStrong understanding in ways to delegate PCI to other cloud hosted providersPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitorReasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 – 8111.Equal Employment Opportunity Policy StatementIt is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.