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Job Title: Contact Center Engineer
Location: Phoenix, AZ
Duration: Temp - 11 months
Pay Range: $75/hr
Job ID: 371669
About BCforward
BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.
Job Description
We are seeking a senior Contact Center Engineer to lead a multi-year migration of our contact center from Genesys On-Premise to a modern cloud solution on AWS or Google Cloud Platform. The ideal candidate will have strong experience in cloud CCaaS platforms, enterprise data architecture, and analytics integration, and a proven ability to deliver seamless platform migrations with accurate reporting continuity.
Responsibilities:
- Lead strategy and execution of migration from Genesys On-Prem to Google CCAI, Five9, or Amazon Connect.
- Conduct current-state assessments across telephony, IVR, routing, CTI, reporting, and data architecture; define future-state omnichannel architecture.
- Oversee IVR redesign, call flow modernization, and skills-based routing optimization with minimal operational disruption.
- Define and implement contact center data strategy, mapping historical and real-time Genesys data to target cloud data models.
- Design and manage integration of operational data into the Lumi analytics platform with KPI accuracy and continuity.
- Partner with data engineering to build scalable batch and real-time pipelines, API integrations, and event streaming with validation and reconciliation processes.
- Ensure reporting consistency for AHT, FCR, CSAT, NPS, SLA, occupancy, adherence, digital channels, and AI performance.
- Establish governance, data lineage, and controls for audit and compliance.
- Lead configuration of target CCaaS platform and coordinate telephony migration, security/IAM, CRM, and WFM integrations.
- Implement real-time dashboards and reporting aligned to enterprise standards.
- Enable AI capabilities including virtual agents, speech analytics, and sentiment analysis with performance metrics integrated into Lumi.
- Serve as primary liaison across Operations, Technology, Data & Analytics, and Enterprise Reporting; present progress and data impacts to senior leadership.
Required Skills & Qualifications:
- 8-12+ years in contact center operations and technology with deep Genesys On-Prem expertise.
- Proven engineering leadership in migrations to Google CCAI, Five9, or Amazon Connect.
- Strong contact center data architecture and reporting framework knowledge, including KPI governance and reconciliation.
- Hands-on integration of operational data into enterprise analytics platforms such as Lumi or similar.
- Experience with APIs, data lakes, ETL/ELT, and real-time streaming/event-driven architectures.
- Background working in highly regulated environments.
Preferred Skills:
- Experience integrating with proprietary enterprise analytics systems.
- AWS or Google Cloud certifications; knowledge of financial services contact centers.
- Familiarity with enterprise data governance frameworks and AI-enabled contact center transformation.
Why BCforward?
At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:
- Competitive compensation and benefits
- Opportunities for growth with global clients
- A supportive, inclusive culture that values innovation and people
- Exposure to cutting-edge technologies and projects
About Our Commitment
BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.
Interested? Apply Now!
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