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) |