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HCL Global Systems Inc · 3 months ago

Voice Phone Cloud Contact Center Architect

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

HCL Global Systems Inc is seeking a Voice Phone Cloud Contact Center Architect with extensive experience in designing and managing high volume contact centers. The role involves leveraging AI solutions and integrating various systems to enhance the contact center's functionality and efficiency.

B2BConsultingHuman ResourcesInformation TechnologySoftwareStaffing Agency

H1B Sponsor Likely

Responsibilities

10+ years' experience in designing, building, and managing high volume contact center is required

1+ years' experience with Microsoft's Dynamics Contact Center solution and Azure Communication Services is required

1+ years' experience with leveraging copilot studio or other AI engine for natural language voice Bot and chatbot are required

Experience with at least 2 CTI integrations with Microsoft Dynamics CE platform or equivalent commercially available CRM systems is required

Experience in implementing passing context from IVR to the agent as part of designing omnichannel contact center platform is required

Strong understanding in ways to delegate PCI to other cloud hosted providers is required

Equivalent combination of education and/or experience may be accepted

Proficient in the Microsoft Office 365 suite of business software including Teams, Word, Excel, and PowerPoint, plus proficient in Microsoft ADO Testing Module

Qualification

Contact Center DesignMicrosoft Dynamics Contact CenterAzure Communication ServicesAI Voice Bot IntegrationCTI IntegrationsOmnichannel Contact CenterPCI DelegationMicrosoft Office 365Microsoft ADO Testing Module

Required