Contact Center Engineer (AI & Gen AI) (9975-1) Phoenix, AZ $$$ bonus

Requirements

• Deep knowledge of Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and Five9 data ecosystem
• 7+ years of experience with Cisco Contact Center solutions
• Experience in contact center migration to CCaaS and building data solutions around the migration
• Ability to define data strategy for migrating historical and real-time data to the cloud while ensuring minimal disruption to downstream systems
• Understanding of data models for Genesys (InfoMart, SpeechMiner) and development of mappings to cloud equivalents
• Collaboration with data architects to ensure reporting continuity and regulatory compliance
• Evaluation and recommendation of data architectures to minimize impact on downstream systems during migration to CCaaS
• Identification of opportunities to enhance customer experience using AI
• Collaboration with internal AI/ML teams to define data-driven automation use cases and implementation strategies
• Participation in vendor evaluations and selection processes for CCaaS and AI solutions
• Conducting interviews with business stakeholders to understand contact center needs and downstream application impact

Benefits

• Relocation assistance: No
• Visa sponsorship eligibility: No