Seeking an experienced Contact Center Architect with expertise in Genesys and Five9 platforms to lead a cloud migration initiative to CCaaS. The candidate will define the data strategy for migrating historical and real-time data, ensure reporting continuity, and support AI-driven customer experience enhancements.
Required Skills:
Deep expertise in Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing)
Experience with Five9 ecosystem
Contact center migration to CCaaS (Cloud Contact Center)
Data strategy development and cloud migration planning
Strong understanding of data models and downstream impact
Familiarity with AI/ML use cases: virtual assistants, sentiment analysis, predictive routing
