Contact Center Data and AI Architect
Contact Center Data and AI Architect
Posted on :
16-07-2025
Employer Active
1 Vacancy
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Job Description
Contact Center Data and AI Architect
Location:- PhoenixAZ
Duration:- Full Time
Job Description
Job Title : Contact center data and AI Architect
Experience Required - 8 Years
Roles & Responsibilities:
- Candidate must have Deep knowledge of Genesys (InfoMart UCS GAAP SpeechMiner WFM Routing etc.) and Five9 data ecosystem
- Having knowledge on contact center migration to CCaaS and build data solution surrounding the migration
- Define data strategy for migrating historical and real-time data to the cloud while ensuring minimal disruption to downstream systems.
- Understand data models for Genesys (InfoMart SpeechMiner) and develop mappings to cloud equivalents.
- Collaborate with data architects to ensure reporting continuity and regulatory compliance.
- Evaluate and recommend which data archiotecture that will minimize impact for downstream system during migration to CCaaS
- Identify opportunities to enhance customer experience using AI-intent detection virtual assistants predictive routing sentiment analysis and more.
- Collaborate with internal AI/ML teams to define data-driven automation use cases and implementation strategy.
- Work closely with IT customer service operations business teams and external CCaaS vendors
- Participate in vendor evaluations and selection process for CCaaS and AI solutions
- Participate in various business stakeholders interview to understand their contact center need and also on downstream application impact
- Exceptional communication and stakeholder management skills with the ability to collaborate with cross-functional teams including developers business analysts and quality assurance professionals to drive project success.
Employment Type
Full-time
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