Contact Center / Genesys Architect || Phoenix, AZ (Onsite) || Contract
Contact Center / Genesys Architect || Phoenix, AZ (Onsite) || Contract
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Job Description
Job Summary: We are seeking a highly experienced Contact Center Solution Architect with deep knowledge of Genesys platforms and hands-on experience in designing and migrating to modern CCaaS (Contact Center as a Service) environments. The ideal candidate will have strong expertise in AI-driven enhancements for customer experience along with a solid understanding of IVR routing logic omnichannel servicing and Workforce Management (WFM) systems.
Key Responsibilities:
- Assess the current Genesys architecture (InfoMart UCS GAAP SpeechMiner WFM Routing etc.) and develop a comprehensive migration roadmap to a CCaaS platform.
- Evaluate existing Genesys components to determine which should be migrated retired or replaced.
- Analyze current call flows routing logic IVR structures and skill-based routing to design optimized equivalents within the new CCaaS environment.
- Lead the migration and integration of Workforce Management (WFM) functionalities including forecasting scheduling and intraday performance.
- Identify opportunities to enhance the customer experience using AI technologies such as:
- Intent detection
- Virtual assistants/chatbots
- Predictive routing
- Sentiment analysis
- Collaborate with internal AI/ML teams to define and implement data-driven automation use cases.
- Work cross-functionally with IT customer service operations business stakeholders and external CCaaS vendors.
- Participate in the vendor evaluation and selection process for CCaaS and AI platforms.
- Conduct stakeholder interviews to gather requirements and understand downstream application impacts.
Required Qualifications:
- Overall IT Experience: 10-15 Years.
- Proven experience as a Solution Architect in contact center environments especially with Genesys technologies.
- Strong expertise in IVR design omnichannel orchestration routing logic and customer journey mapping.
- Hands-on experience in migrating legacy platforms to modern CCaaS solutions.
- Solid understanding of Workforce Management (WFM) tools and principles.
- Demonstrated ability to evaluate and integrate AI-driven solutions for enhancing customer experience.
- Excellent communication collaboration and stakeholder management skills.
Preferred Qualifications:
- Experience working with multiple CCaaS vendors (e.g. NICE CXone Amazon Connect Five9 etc.).
- Knowledge of AI/ML platforms used in customer service environments.
- Certifications in Genesys CCaaS platforms or relevant cloud technologies.
If interested please share resume to ;
Employment Type
Full Time
