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.