Contact Center Engineer

About this role

Job Description:

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

• Must have 7+ years of experience with Cisco Contact Center solutions.

• Experience in contact center migration to CCaaS and building data solutions around 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 data architectures that will minimize impact on downstream systems during migration to CCaaS.

• Identify opportunities to enhance customer experience using AIsuch as 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 strategies.

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

• Participate in vendor evaluations and selection processes for CCaaS and AI solutions.

• Conduct interviews with various business stakeholders to understand their contact center needs and downstream application impact.

Originally posted on Himalayas