Contact Center Data and AI Architect

Job Description

Job Description

Overview

CTG is seeking to fill a Contact Center Data and AI Architect opening for our client in Phoenix, AZ.

Location: Phoenix, AZ
Duration: 6 months

Duties:

• Design and implement scalable and resilient data architectures to support a contact center migration to a CCaaS platform.

• Define and execute data strategies for migrating both historical and real-time contact center data to the cloud with minimal disruption.

• Analyze and map data models from Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and Five9 to cloud-native equivalents.

• Collaborate with enterprise data architects to maintain reporting continuity and ensure compliance with regulatory requirements.

• Provide architecture recommendations that minimize the impact on downstream systems during the CCaaS migration.

• Support the development of analytics and AI solutions to improve contact center efficiency and customer experience.

Skills:

• Deep expertise in Genesys data ecosystem, including InfoMart, UCS, GAAP, SpeechMiner, WFM, and Routing.

• Proficient in Five9 data architecture and integration capabilities.

• Strong knowledge of contact center operations and technologies, including migration strategies to CCaaS platforms.

• Experience with cloud-based data platforms and modern data architecture best practices.

• Ability to evaluate, recommend, and implement data architecture frameworks supporting real-time analytics and AI/ML use cases.

Experience:

• 8+ years of experience in data architecture, including at least 3 years in contact center or CCaaS environments.

• Proven success in large-scale data migration projects involving Genesys and/or Five9 systems.

• Background in implementing AI-driven insights and reporting within a contact center ecosystem.

Education:

• Bachelor’s degree in Computer Science, Data Engineering, Information Systems, or a related field. Master’s degree preferred.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services for this role.

To Apply:
To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Anisha Murlidhar at [email protected] . Kindly forward this to any other interested parties. Thank you!