Diverse Lynx
AI & Gen AI Contact Center Consultant : Phoenix, AZ (Onsite)
Diverse Lynx, Phoenix, Arizona, United States, 85003
Job Title: AI & Gen AI Contact Center Consultant
Location:
Phoenix, AZ (Onsite) Duration: Contract
Job Description 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 archiotecture 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
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
Phoenix, AZ (Onsite) Duration: Contract
Job Description 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 archiotecture 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
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.