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 Contact-Center-Engineer, CCaaS-Engineer, Contact-Center-Solutions-Engineer, Genesys-Engineer, Voice-Contact-Center-Engineer, Contact-Center-Engineering, Contact-Center-Support-Engineer, Senior-Contact-Center-Engineer, Cloud-Contact-Center-Engineer, Contact-Center-Application-Engineer