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Contact Center Architect – IVR / CCaaS Migration

Contact Center Architect – IVR / CCaaS Migration

Purple DrivePhoenix, AZ, Arizona, USA
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Contact Center Architect – IVR / CCaaS Migration

Location : Phoenix, AZ

Type : Contract - 6 Months

Job Description :

  • Seeking an experienced Contact Center Architect with expertise in Genesys and Five9 platforms to lead a cloud migration initiative to CCaaS. The candidate will define the data strategy for migrating historical and real-time data, ensure reporting continuity, and support AI-driven customer experience enhancements.

Required Skills :

  • Deep expertise in Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing)
  • Experience with Five9 ecosystem
  • Contact center migration to CCaaS (Cloud Contact Center)
  • Data strategy development and cloud migration planning
  • Strong understanding of data models and downstream impact
  • Familiarity with AI / ML use cases : virtual assistants, sentiment analysis, predictive routing
  • Collaboration with business, IT, and vendor teams
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    Contact Center Ccaas • Phoenix, AZ, Arizona, USA

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