Lead Cloud Contact Center Architect

Lead Cloud Contact Center Architect ERP/CRM

Hybrid - Middletown, PA

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

Lead migration from on-premises to cloud-hosted contact center environments (CCaaS) within a PCI-compliant framework.

Develop, document, and support configuration and integration of contact center solutions with CRM, IVR, ChatBot, and related enterprise systems.

Centralize scripting, routing, recording, and CRM integrations across the contact center platform.

Serve as Lead Unified Communications Solution Architect—conduct discovery sessions, develop modern UC and contact center solutions, and produce low-level designs aligned with best practices.

Design and maintain detailed cloud network and VDI agent architectures that support PCI compliance and enterprise scalability.

Create and maintain architecture roadmaps and high-level designs for IVR and contact center environments.

Fully document all technical and functional designs, diagrams, test plans, and best practices in accordance with our client's standards.

Collaborate effectively with technology teams, business stakeholders, vendors, and project sponsors.

Lead and contribute to project activities for enterprise system initiatives.

Work independently while adhering to our client's standards, policies, and procedures.

10+ years' experience designing, building, and managing high-volume contact centers.

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

1+ years' experience developing AI-driven Natural Language IVR or ChatBot solutions (e.g., Copilot Studio).

Experience with at least two CTI integrations with Microsoft Dynamics CE or comparable CRM platforms.

Proven expertise in omnichannel design, including context passing from IVR to agents.

Strong understanding of PCI compliance and delegation to cloud service providers.

Proficiency in Microsoft 365 (Teams, Word, Excel, PowerPoint) and Azure DevOps Testing Module.

Equivalent education and experience combinations will be considered.

4+ years' experience building and maintaining Cisco Cloud WebEx Contact Center or on-prem Cisco Contact Center, including natural language IVR solutions.

2+ years' hands-on experience with Nuance IVR preferred.

Experience migrating from on-prem to cloud-based contact center platforms.

Strong knowledge of networking principles (DNS, QoS, DHCP, UDP).

Familiarity with Enterprise Business Solutions (e.g., SAP) and ITIL/ITSM methodologies.

Bachelor's degree in Business Management or Information Systems (or equivalent combination of education and experience).

Candidates must be based in the continental United States.

Role is primarily remote, with periodic onsite requirements for onsite.

Onsite presence expected for:

Quarterly meetings (1 week per quarter)

Orientation and equipment pickup (1 full day, non-reimbursable travel)

Post go-live support (rotating 1–2 week onsite shifts over a 6-month period)

No additional travel compensation for candidates within a 3-hour commuting distance.

Delphi-US is a national recruiting firm based in Newport, Rhode Island. We specialize in IT, Engineering and Professional Staffing services for organizations across the United States of America. Our mission is simple: We are Peacemakers in the Talent War. Delphi attracts our nation's best and brightest Technical & Professional Talent and position our nation's finest employers to further their competitive advantages. We accomplish this with a proprietary skill-based and cultural matching process that results in higher qualified submissions, hiring with purpose, and employer/employee mutual success. You'll find our team is supremely experienced, friendly, professional and ready to advocate on your behalf. Armed with best in class talent, Delphi has an indelible understanding of employer expectations and we deliver lasting results.