Overview
On Site
Depends on Experience
Full Time
100% Travel
Skills
Contact Center
Migration
CCaaS
Avaya
Cisco
Genesys
Telephony
Job Details
Contact Center Migration Specialist
6+Months
Phoenix, AZ (Onsite)
Required Skills and Qualifications
- Experience:
- Proven experience (typically 3+ years) in a technical role focused on contact center technology.
- Direct experience leading or significantly contributing to at least one full-cycle CCaaS migration (e.g., from Avaya, Cisco, Genesys on-premise to platforms like Genesys Cloud, Five9, Nice CXone, Amazon Connect, or Twilio Flex).
- Technical Expertise:
- Deep understanding of Contact Center/Cloud Telephony concepts (ACD, IVR, Omni-channel routing, VoIP, SIP, CTI).
- Proficiency with one or more major CCaaS platforms.
- Strong knowledge of data migration techniques and tools, including ETL processes and SQL for data manipulation.
- Soft Skills:
- Excellent analytical and problem-solving skills, with a methodical approach to troubleshooting complex issues.
- Exceptional project management, organizational, and time management skills.
- Strong communication (written and verbal) and presentation skills, capable of translating technical requirements for a non-technical audience.
- Ability to work effectively with cross-functional teams (IT, Operations, Business Leaders).
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Relevant CCaaS certifications (e.g., specific certifications for the target platform).
- Experience with call recording, quality management (QM), and workforce management (WFM) system migration.
- Knowledge of contact center security and compliance standards (e.g., PCI-DSS, HIPAA).
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.