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Mogi I/O : OTT/Podcast/Short Video Apps for you · 2 months ago

Cloud Contact Center Architect | Voice AI | Azure | Dynamics

Middletown, PA

Full-time

Onsite

Senior Level, Lead/Staff

$110/hr - $120/hr

10+ years exp

Mogi I/O is a leading enterprise communications organization, and they are seeking a Voice Phone Cloud Contact Center Architect to design and implement large-scale cloud-based voice and contact center systems. The role focuses on migrating existing operations to PCI-compliant cloud environments and integrating AI-powered solutions.

ContentInternetSoftwareSoftware EngineeringVideo

Growth Opportunities

No H1B

Responsibilities

Design, implement, and optimize next-generation voice and cloud contact center architectures

Lead migration from on-prem contact centers to cloud-based CCaaS environments, ensuring PCI compliance

Architect and integrate Natural Language IVR, ChatBOTs, and CRM applications such as Microsoft Dynamics

Develop detailed technical documents, low-level designs, and architectural blueprints supporting solution deployment and maintenance

Act as the Lead Unified Communications Architect, conducting UC discovery sessions and recommending best practice designs

Centralize contact center routing, scripting, recording, and system integrations across enterprise applications

Develop VDI agent architectures supporting contact center capabilities

Create and maintain roadmaps, test plans, architecture diagrams, and compliance documentation following enterprise standards

Collaborate closely with technology, vendor, and project teams to ensure seamless architecture execution

Provide onsite or remote support during implementation and go-live phases

Independently deliver assigned objectives within the established project frameworks and policies

Qualification

Cloud Contact Center ArchitectureMicrosoft DynamicsNatural Language Voice BotsPCI ComplianceAzure Communication ServicesCTI IntegrationOmnichannel InfrastructureMicrosoft Office 365Networking PrinciplesITIL/ITSM FrameworksEnterprise Solutions (SAP)Unified Communications

Required

10+ years of experience in high-volume contact center design, architecture, and operations

Hands-on experience with Microsoft Dynamics Contact Center and Azure Communication Services

Expertise in developing Natural Language Voice Bots using Copilot Studio or equivalent AI solutions

Proven experience integrating CTI solutions with Microsoft Dynamics CE or comparable CRM platforms

Strong architecture experience in omnichannel contact center infrastructure with context flow from IVR to agents

Profound understanding of PCI compliance models and delegated security in cloud environments

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

Bachelor's degree in Information Systems, Computer Science, or Business Management (or equivalent experience)

Preferred

4+ years of experience with Cisco WebEx Contact Center (Cloud or On-Prem), including IVR integration and maintenance

2+ years of experience working with Nuance IVR systems

Proven experience designing and transitioning on-prem to cloud contact centers

Strong understanding of networking principles (DNS, QOS, DHCP, UDP)

Familiarity with Enterprise Solutions (SAP), ITIL/ITSM Frameworks, and enterprise-grade architecture methodologies

Relevant certifications in Cloud Contact Center, Azure, Cisco, or Unified Communications preferred

Company

Mogi I/O : OTT/Podcast/Short Video Apps for you

Mogi I/O is next generation, scalable and cost-effective delivery solution that enables online video providers (image optimization) to profit from their content by a superior video/image experience to billions

Founded in 2018

New Delhi, Delhi, IND

11-50 employees