Job Details

Job Title: Genesys & Cisco Contact Center Architect - CCaaS Migration & AI Integration
Experience: 7+ years
Key Responsibilities:

• ct 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

• 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

• Experience with Amazon Connect, NICE CXone
• Knowledge of compliance (GDPR, HIPAA)
• Omnichannel routing expertise