Analysis Skills, Artificial Intelligence (AI), Automation, Call Centers, Cisco CTI Solutions, Cisco Unified Computing System (UCS), Cloud Computing, Communication Skills, Data Mapping, Data Migration, Data Modeling, Generally Accepted Accounting Principles (GAAP), Genesys Solutions, HIPAA (Health Insurance Portability and Accountability Act), Migration Strategy, Needs Assessment, Vendor/Supplier Selection
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
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Macpower Digital Assets Edge Private Limited