Tata Consultancy Services
Contact center data and AI Architect
Tata Consultancy Services - Phoenix, Arizona, United States, 85003
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Overview
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Overview
Job Title : Contact center data and AI Architect Experience Required - 8+ Years
Roles & Responsibilities: • 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 AIintent 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 • Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success.
Salary Range - $100,000 to $135,000 per year
Roles & Responsibilities: • 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 AIintent 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 • Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success.
Salary Range - $100,000 to $135,000 per year