Overview
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Job Details
Job Description -
Contact Center Data / AI Architect (Genesys / Five9)
Location: Desert Ridge, AZ 85050 (onsite 3-days per week)
Position Type: 12M Contract (w/ possibility to convert to fulltime)
USC
JOB SUMMARY
Vaco Technology is currently seeking a Contact Center Data / AI Architect Genesys | AI Strategy / CCaaS Migration for a 12M contract opportunity located in Phoenix AZ (onsite 3-days per week). The Contact Center Data / AI Architect will lead the modernization of contact center environments by defining cloud migration strategies enabling AI-powered experiences and designing scalable data architectures that support customer engagement transformation.
Contact Center Architecture / Modernization Assess Existing Contact Center Architectures (Genesys / Five9 / OnPrem) | Recommend Solution Architecture to Support CCaaS Migration | Design Data Migration Strategies that Preserve Operational Continuity / Reporting
Platform Modernization / Customer Engagement Drive Contact Center Platform Evolution using Cloud Infrastructure Automation / Intelligent Data Delivery | Enable Enhanced Responsiveness QoS / Agility within Customer Operations
AI-Driven Experience Optimization Identify Opportunities for AI Integration Including Intent Detection Virtual Assistants Predictive Routing and Sentiment Analysis | Design Data Strategies to Support AI-Enabled Engagement
Data Architecture and Integration Strategy Define Migration Path for Historical and Real-Time Contact Center Data | Map Legacy Data Models (InfoMart / SpeechMiner) to Cloud Equivalents | Ensure Downstream Application Compatibility and Reporting Continuity
Intelligent Automation Enablement Collaborate with Internal AI / ML / Data Teams to Define Automation Use Cases | Build Implementation Roadmaps Aligning with Enterprise Architecture Standards
Strategic Stakeholder Engagement Work Cross-Functionally with IT Customer Operations Business Units and Vendors | Evaluate Contact Center Requirements and Downstream Impacts | Ensure Data Architecture Supports Long-Term CX Goals
Vendor Evaluation and Platform Selection Participate in CCaaS and AI Vendor Evaluations | Contribute to Platform Selection and Migration Planning Aligned to Business Objectives
About the Project: The Contact Center Data / AI Architect will lead modernization of legacy contact center platforms focusing on Genesys / Five9, including designing scalable data architectures to migrate historical and real-time data to cloud-based CCaaS platforms with minimal disruption to workforce management and reporting systems. The Contact Center Data / AI Architect must possess deep expertise in Genesys components (Infomart / UCS / GAAP / SpeechMiner / Routing, etc.) and Five9 data ecosystems to assess architectures, define migration roadmaps, and create cloud-ready solutions enabling AI-driven capabilities (Intent Detection / Virtual Assistants / Predictive Routing / Sentiment Analysis). The Contact Center Data / AI Architect will collaborate with IT, customer operations, business stakeholders, and vendors to evaluate platforms, integrate data strategies, and align automation use cases with business goals. The Contact Center Data / AI Architect will support a wider digital transformation to replatform customer interaction systems, enhance agility, and accelerate AI maturity within hybrid cloud environments for improved customer experience.
JOB REQUIREMENTS
Genesys / Five9 Expertise InfoMart / UCS / GAAP / SpeechMiner / WFM / Routing / Five9 Data Environments
Contact Center Architecture / Migration Define / Execute OnPrem to CCaaS Migration Roadmaps | Ensure Minimal Disruption to Downstream Systems
Data Modeling and Reporting Continuity Map Genesys Data Models to Cloud Architectures | Maintain Compliance / Reporting Capabilities During Migration
AI Strategy and Use Case Development Identify / Implement AI Features (Intent Detection / Predictive Routing / Virtual Assistants)
Automation Roadmap Development Collaborate to Define Intelligent Automation Opportunities / Delivery Frameworks
Stakeholder Interviewing / Analysis Engage Business / Technical Stakeholders to Capture Requirements / Understand System Dependencies
Vendor Selection / Alignment Participate in Vendor Evaluations for CCaaS / AI Solutions | Support Planning / Implementation Execution