Contact Center Engineer

5 Star Recruitment; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading recruitment agency is seeking an expert in contact center solutions for a role focused on data migration to cloud environments. Ideal candidates will have extensive experience with the Genesys ecosystem and Cisco Contact Center solutions, alongside proficiency in developing data strategies that enhance customer experiences. In this role, you will collaborate closely with AI and ML teams to drive automation and reporting continuity while ensuring minimal disruption during migration.

Qualifications

• Deep understanding of Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing).
• 7+ years of experience with Cisco Contact Center solutions.
• Experience in CCaaS migration and data solutions.

Responsibilities

• Define data strategy for migrating historical and real-time data to the cloud.
• Collaborate with data architects for reporting continuity.
• Evaluate data architectures to minimize impact during migration.

Skills

Deep knowledge of Genesys ecosystem

Cisco Contact Center solutions

Data strategy for cloud migration

Collaboration with AI/ML teams

Job description

• Candidate must have deep knowledge of Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and Five9 data ecosystem.
• Must have 7+ years of experience with Cisco Contact Center solutions.
• Experience in contact center migration to CCaaS and building data solutions around the migration.
• Define data strategy for migrating historical and real-time data to the cloud while ensuring minimal disruption to downstream systems.
• Understand data models for Genesys (InfoMart, SpeechMiner) and develop mappings to cloud equivalents.
• Collaborate with data architects to ensure reporting continuity and regulatory compliance.
• Evaluate and recommend data architectures that will minimize impact on downstream systems during migration to CCaaS.
• Identify opportunities to enhance customer experience using AIsuch as intent detection, virtual assistants, predictive routing, sentiment analysis, and more.
• Collaborate with internal AI/ML teams to define data-driven automation use cases and implementation strategies.
• Work closely with IT, customer service operations, business teams, and external CCaaS vendors.
• Participate in vendor evaluations and selection processes for CCaaS and AI solutions.
• Conduct interviews with various business stakeholders to understand their contact center needs and downstream application impact.