Contact center data and AI Architect

Job Description

Position: Contact center data and AI Architect
Location: Chennai
Experience: 6+ years of experience

Skills: AI, GCP, AWS, Oracle and Genesys

Requirements

• 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 architecture 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.

Job Types: Full-time, Permanent

Pay: ₹800,000.00 - ₹1,800,000.00 per year

Benefits:

• Health insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Performance bonus

Experience:

• Contact center data and AI Architect: 6 years (Preferred)
• Oracle : 5 years (Preferred)
• AWS: 5 years (Preferred)
• GCP: 5 years (Preferred)

Work Location: In person