Overview
On Site
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - Long term
Skills
genesys
Job Details
Hello,
Hope you are doing well!!
Greeting from Siri Info Solutions.
I am John with Siri Info Solutions. We Siri Info Solutions is a global staff augmentation firm providing a wide-range of talent on-demand and total workforce solutions. We have an immediate opening for the below position with one of our premium clients
Position: Genesys Migration Architect (Engage to Cloud)
Location: Anywhere in USA (Need to Work in Infosys Office)
Duration: Long Term Contract
Experience Required: 12+ Years
Job Description:
- Candidate must have Deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration.
- Candidate must be able to:
- Assess the current Genesys architecture (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and design a migration roadmap to a CCaaS platform.
- Evaluate and recommend which components of Genesys should be migrated, retired, or replaced.
- knowledge of Routing Logic & WFM
- Analyse existing routing logic and translate it into equivalent or optimized configurations within the new CCaaS environment.
- Guide team on migration and integration of WFM functionalities, ensuring alignment with forecasting, scheduling, and intraday management requirements.
- Identify opportunities to enhance customer experience using AI-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 strategy.
- Work closely with IT, customer service operations, business teams, and external CCaaS vendors
- Participate in vendor evaluations and selection process for CCaaS and AI solutions
- Participate in various business stakeholders' interview to understand their contact center need and also on downstream application impact
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.