Contact Center Engineer

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