Job Description
Job Title: Genesys & Cisco Contact Center Architect CCaaS Migration & AI Integration Experience: 7+ years Key Responsibilities:- Act as the expert for Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing) and Five9
- Lead Cisco Contact Center (7+ years exp.) projects and migrations to CCaaS
- Define data migration strategy for moving historical/real-time data to cloud
- Map Genesys data models (InfoMart, SpeechMiner) to cloud equivalents
- Ensure reporting continuity and compliance during migration
- Recommend data architectures to minimize impact on downstream systems
- Identify AI/GenAI opportunities (predictive routing, sentiment analysis, virtual agents)
- Work with AI/ML teams to implement automation solutions
- Collaborate with IT, business teams, and vendors on migration projects
- Participate in vendor selection for CCaaS/AI solutions
- Interview business stakeholders to understand contact center needs
Required Skills:- 7+ years with Cisco Contact Center
- Deep Genesys expertise (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing)
- Hands-on Five9 experience
- Proven CCaaS migration experience
- Strong data strategy and mapping skills
- Knowledge of AI in contact centers
- Excellent collaboration and communication
Preferred Skills:- Experience with Amazon Connect, NICE CXone
- Knowledge of compliance (GDPR, HIPAA)
- Omnichannel routing expertise
Numbers & Facts
| Location | Phoenix, AZ (Remote) |
Skills
Analysis Skillsunmatched
Artificial Intelligence (AI)unmatched
Automationunmatched
Call Centersunmatched
Cisco CTI Solutionsunmatched
Cisco Unified Computing System (UCS)unmatched
Cloud Computingunmatched
Communication Skillsunmatched
Data Mappingunmatched
Data Migrationunmatched
Data Modelingunmatched
Generally Accepted Accounting Principles (GAAP)unmatched
Genesys Solutionsunmatched
HIPAA (Health Insurance Portability and Accountability Act)unmatched
Migration Strategyunmatched
Needs Assessmentunmatched
Vendor/Supplier Selectionunmatched
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