Overview
On Site
Full Time
Accepts corp to corp applications
Contract - Independent
Contract - W2
Skills
Cisco UCS
GAAP
WFM
Real-time
Genesys
Cloud Computing
Collaboration
Reporting
Customer Experience
Routing
Machine Learning (ML)
Innovation
Use Cases
Customer Service
Migration
Artificial Intelligence
Job Details
Job Summary (List Format):
- Demonstrate deep expertise in Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and Five9 data ecosystems.
- Lead and support contact center migration projects to CCaaS, including designing data solutions for migration.
- Define and execute data strategies for migrating historical and real-time data to the cloud while minimizing impact on downstream systems.
- Analyze and map Genesys (InfoMart, SpeechMiner) data models to their cloud equivalents.
- Collaborate with data architects to ensure seamless reporting and adherence to regulatory requirements.
- Evaluate and recommend optimal data architectures to minimize downstream impact during CCaaS migration.
- Identify and propose opportunities to enhance customer experience through AI solutions (intent detection, virtual assistants, predictive routing, sentiment analysis, etc.).
- Work with internal AI/ML teams to define and implement data-driven automation and innovation use cases.
- Engage closely with IT, customer service, business teams, and external CCaaS vendors to align on migration and data strategies.
- Participate in vendor evaluations and selection processes for CCaaS and AI solutions.
- Conduct interviews with business stakeholders to gather requirements and understand the impact on downstream applications.
- Demonstrate deep expertise in Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and Five9 data ecosystems.
- Lead and support contact center migration projects to CCaaS, including designing data solutions for migration.
- Define and execute data strategies for migrating historical and real-time data to the cloud while minimizing impact on downstream systems.
- Analyze and map Genesys (InfoMart, SpeechMiner) data models to their cloud equivalents.
- Collaborate with data architects to ensure seamless reporting and adherence to regulatory requirements.
- Evaluate and recommend optimal data architectures to minimize downstream impact during CCaaS migration.
- Identify and propose opportunities to enhance customer experience through AI solutions (intent detection, virtual assistants, predictive routing, sentiment analysis, etc.).
- Work with internal AI/ML teams to define and implement data-driven automation and innovation use cases.
- Engage closely with IT, customer service, business teams, and external CCaaS vendors to align on migration and data strategies.
- Participate in vendor evaluations and selection processes for CCaaS and AI solutions.
- Conduct interviews with business stakeholders to gather requirements and understand the impact on downstream applications.
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