Contact centre data and AI Architect

Role Overview: As a Contact Centre Data and AI Architect, your primary responsibility will be to leverage your deep knowledge of Genesys and Five9 data ecosystem. Your expertise will be crucial in supporting the migration of contact centers to CCaaS and developing data solutions around this migration. You will play a key role in defining a data strategy to migrate historical and real-time data to the cloud while ensuring minimal disruption to downstream systems. Collaboration with data architects will be essential to ensure reporting continuity and regulatory compliance. Your role will also involve evaluating and recommending data architectures that minimize the impact on downstream systems during the migration to CCaaS. Furthermore, you will be pivotal in identifying opportunities to enhance customer experience through AI technologies such as intent detection, virtual assistants, predictive routing, and sentiment analysis. Collaboration with internal AI/ML teams is crucial to define data-driven automation use cases and implementation strategies. Key Responsibilities: - Define a data strategy for migrating historical and real-time data to the cloud - Understand data models for Genesys and create mappings to cloud equivalents - Evaluate and recommend data architectures that minimize impact on downstream systems - Identify opportunities to enhance customer experience through AI technologies - Collaborate with internal AI/ML teams to define data-driven automation use cases - Engage in interviews with business stakeholders to understand contact center needs and assess impact on downstream applications - Participate in vendor evaluations and selection processes for CCaaS and AI solutions Qualifications Required: - Deep knowledge of Genesys (including InfoMart, UCS, GAAP, SpeechMiner, WFM, and Routing) and Five9 data ecosystem - Strong collaboration skills - Expertise in contact center data and AI technologies - Ability to drive successful migration strategies (Note: Any additional details of the company were not included in the provided job description.),