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Recently postedFull timeCustomer Service

Contact Center Engineer (AI & Gen AI)

Macpower Digital Assets Edge Private LimitedPhoenix, Arizona🇺🇸United States

Quick overview

SeniorityMid Senior
Employment typeFull Time
Work modeHybrid
LocationPhoenix, Arizona, United States
ComplianceFive9GAAPGDPRGenesysHIPAAGenerative AINetwork Administration

Job description

Job Description Job Description Job Title: Genesys & Cisco Contact Center Architect CCaaS Migration & AI Integration
Experience: 7 years
Key Responsibilities:
  • Act as the expert for Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing) and Five9
  • Lead Cisco Contact Center (7 years exp.) projects and migrations to CCaaS
  • Define data migration strategy for moving historical/real-time data to cloud
  • Map Genesys data models (InfoMart, SpeechMiner) to cloud equivalents
  • Ensure reporting continuity and compliance during migration
  • Recommend data architectures to minimize impact on downstream systems
  • Identify AI/GenAI opportunities (predictive routing, sentiment analysis, virtual agents)
  • Work with AI/ML teams to implement automation solutions
  • Collaborate with IT, business teams, and vendors on migration projects
  • Participate in vendor selection for CCaaS/AI solutions
  • Interview business stakeholders to understand contact center needs
Required Skills:
  • 7 years with Cisco Contact Center
  • Deep Genesys expertise (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing)
  • Hands-on Five9 experience
  • Proven CCaaS migration experience
  • Strong data strategy and mapping skills
  • Knowledge of AI in contact centers
  • Excellent collaboration and communication
Preferred Skills:
  • Experience with Amazon Connect, NICE CXone
  • Knowledge of compliance (GDPR, HIPAA)
  • Omnichannel routing expertise

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