ESR Healthcare
Contact Center Engineer (AI & Gen AI) (9975-1) Phoenix, AZ
ESR Healthcare, Phoenix, Arizona, United States, 85003
Overview
Contact Center Engineer (AI & Gen AI) (9975-1) Phoenix, AZ Cisco Contact Center, Genesys, Five9, contact center migration to CCaaS, data migration, AI/GenAI Responsibilities
Perform contact center migrations to CCaaS and build data solutions around 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 data architectures that minimize impact on downstream systems during migration to CCaaS. Identify opportunities to enhance customer experience using AI—such as 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 strategies. Work closely with IT, customer service operations, business teams, and external CCaaS vendors. Participate in vendor evaluations and selection processes for CCaaS and AI solutions. Conduct interviews with various business stakeholders to understand their contact center needs and downstream application impact. Qualifications
Experience level: Mid-senior Experience required: 8 years (minimum)
(Note: Original text lists 8 years; ensure alignment with internal HR expectations.) Education level: Bachelor’s degree Must have deep knowledge of Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and Five9 data ecosystem. 7+ years of experience with Cisco Contact Center solutions. Experience in contact center migration to CCaaS and building data solutions around the migration. Ability to define data strategy for migrating data to the cloud with minimal disruption to downstream systems. Strong understanding of Genesys data models and development of mappings to cloud equivalents. Experience collaborating with data architects to ensure reporting continuity and regulatory compliance. Experience evaluating data architectures to minimize impact on downstream systems during CCaaS migration. Ability to identify AI-driven customer experience improvements (e.g., intent detection, virtual assistants, predictive routing, sentiment analysis). Experience collaborating with internal AI/ML teams on data-driven automation use cases and implementation strategies. Strong collaboration with IT, customer service operations, business teams, and external CCaaS vendors. Participation in vendor evaluations and selections for CCaaS and AI solutions. Experience conducting stakeholder interviews to understand contact center needs and downstream application impact.
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Contact Center Engineer (AI & Gen AI) (9975-1) Phoenix, AZ Cisco Contact Center, Genesys, Five9, contact center migration to CCaaS, data migration, AI/GenAI Responsibilities
Perform contact center migrations to CCaaS and build data solutions around 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 data architectures that minimize impact on downstream systems during migration to CCaaS. Identify opportunities to enhance customer experience using AI—such as 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 strategies. Work closely with IT, customer service operations, business teams, and external CCaaS vendors. Participate in vendor evaluations and selection processes for CCaaS and AI solutions. Conduct interviews with various business stakeholders to understand their contact center needs and downstream application impact. Qualifications
Experience level: Mid-senior Experience required: 8 years (minimum)
(Note: Original text lists 8 years; ensure alignment with internal HR expectations.) Education level: Bachelor’s degree Must have deep knowledge of Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and Five9 data ecosystem. 7+ years of experience with Cisco Contact Center solutions. Experience in contact center migration to CCaaS and building data solutions around the migration. Ability to define data strategy for migrating data to the cloud with minimal disruption to downstream systems. Strong understanding of Genesys data models and development of mappings to cloud equivalents. Experience collaborating with data architects to ensure reporting continuity and regulatory compliance. Experience evaluating data architectures to minimize impact on downstream systems during CCaaS migration. Ability to identify AI-driven customer experience improvements (e.g., intent detection, virtual assistants, predictive routing, sentiment analysis). Experience collaborating with internal AI/ML teams on data-driven automation use cases and implementation strategies. Strong collaboration with IT, customer service operations, business teams, and external CCaaS vendors. Participation in vendor evaluations and selections for CCaaS and AI solutions. Experience conducting stakeholder interviews to understand contact center needs and downstream application impact.
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