USA_Platform Architect

Location : Phoenix

Pay Rate Range - $46.51 - $60.60 / hr.

GBAM : 10215952

yrs exp 8-10

Candidate must have Deep knowledge of Genesys (InfoMart, UCS, GAAP, Speech Miner, 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 AIintent detection, virtual assistants, predictive routing, sentiment analysis, and more. Collaborate with internal AIML 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.

Skills : Category Name Required Importance Experience SkillCategoryTest1_MN Digital : Google Cloud Yes 1 4-7 years