Job Title :  Contact center data and AI Architect 

Experience Required - 8+ Years

Roles & Responsibilities:

• Candidate must have Deep knowledge of Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and Five9 data ecosystem

• Having knowledge on contact center migration to CCaaS and build data solution surrounding 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 which data archiotecture that will minimize impact for downstream system during migration to CCaaS

• Identify opportunities to enhance customer experience using AI—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 strategy.

• Work closely with IT, customer service operations, business teams, and external CCaaS vendors

• Participate in vendor evaluations and selection process for CCaaS and AI solutions

• Participate in various business stakeholders interview to understand their contact center need and also on downstream application impact

• Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success.

Salary Range - $100,000 to $135,000 per year