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Contact Center Engineer (AI & Gen AI)

Macpower Digital Assets Edge Private Limited

  • Phoenix, AZ
  • 3 days ago
  • Remote

    Highlights

    Key Responsibilities: Act as the expert for Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing) and Five9 . Deep Genesys expertise (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing).

    Numbers & Facts

    LocationPhoenix, AZ (
    Remote    )

    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

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