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.
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