Overview
Hybrid
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 12 Month(s)
Skills
Genesys
InfoMart
UCS
GAAP
SpeechMiner
WFM
Routing
CCaaS
AI/ML
data models
Job Details
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 archiotecture that will minimize impact for downstream system during migration to CCaaS
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
Opportunity Stage: Pipeline. The client would like to review qualified candidates before signing.
Skills MUST Have
- Candidate must have Deep knowledge of Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and Five9 data ecosystem
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