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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 a company specializing in cloud solutions, and they are seeking a Voice Phone Cloud Contact Center Architect. The role focuses on designing and managing high-volume contact centers, leveraging AI technologies, and integrating various communication systems.

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 DynamicsAzure Communication ServicesAI Voice BotCTI IntegrationsOmnichannel DesignPCI DelegationMicrosoft Office 365Microsoft ADO Testing

Required