Overview
On Site
Depends on Experience
Contract - W2
Skills
genesys
Job Details
Job Title: Genesys consultant
Location: Phonenix, AZ - Onsite
Duration: 6 months
Note: Should be local
- Candidate must have Deep knowledge of Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and Five9 data ecosystem
- Having knowledge on contact center migration to CCaaS and build data solution surrounding 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 which data architecture that will minimize impact for downstream system during migration to CCaaS
- Identify opportunities to enhance customer experience using AIintent detection, virtual assistants, predictive routing, sentiment analysis, and more.
- Collaborate with internal AIML 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
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