Insight Global
This person will be defining architecture and roadmap for CCaaS and omnichannel engagement. An ideal candidate should have experience leveraging CCaaS platforms and architecting journeys, and supporting conversational AI/ IVA integrations. They will be supporting various large-scale projects that the Contact Center teams are driving and should have strong communication and documentation skills to support the progress of these transformations.
Core Responsibilities:
Lead discovery and target-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP/DR). Drive platform selection and reference architecture across Genesys Cloud CX with clear trade-offs (routing, WEM/WFO, extensibility, cost). Define omnichannel patterns (voice, chat, messaging, email, social), IVA/IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal. com. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. 5+ years of experience working with Contact Center technologies- architecting CCaaS/omnichannel programs Experience with Genesys Cloud and/or NICE Experience with the Design/delivery on at least two of: Genesys Cloud CX, NICE CXone, IVA, WEM/WFO, and CRM/ITSM integrations Hands-on with IVA/Conversational AI (intent design, NLU/NLP), Agent Assist/GenAI, and speech & text analytics (sentiment, quality, compliance) CRM/ITSM integration, WEM/WFO, and automation experience
Core Responsibilities:
Lead discovery and target-state blueprinting for contact center and customer engagement hub (channels, journeys, KPIs, compliance, BCP/DR). Drive platform selection and reference architecture across Genesys Cloud CX with clear trade-offs (routing, WEM/WFO, extensibility, cost). Define omnichannel patterns (voice, chat, messaging, email, social), IVA/IVR design, voice-to-digital deflection, asynchronous messaging, and proactive outreach.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal. com. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/. 5+ years of experience working with Contact Center technologies- architecting CCaaS/omnichannel programs Experience with Genesys Cloud and/or NICE Experience with the Design/delivery on at least two of: Genesys Cloud CX, NICE CXone, IVA, WEM/WFO, and CRM/ITSM integrations Hands-on with IVA/Conversational AI (intent design, NLU/NLP), Agent Assist/GenAI, and speech & text analytics (sentiment, quality, compliance) CRM/ITSM integration, WEM/WFO, and automation experience