Contact Center Data / AI Architect (Genesys / Five9)

Overview

Hybrid
$70 - $75
Contract - Independent
Contract - W2
Contract - 10 Month(s)

Skills

Artificial Intelligence
Cisco UCS
Cloud Computing
Data Architecture
Genesys
GAAP
IaaS
WFM
Machine Learning (ML)
Modeling
Data Migration
Real-time
Stakeholder Engagement
Systems Analysis/design
Solution Architecture
QoS

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

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.

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