Contact center data and AI Architect

Summary: The role of Contact Center Data and AI Architect involves leading the migration of contact center data to a cloud-based CCaaS solution while ensuring minimal disruption to existing systems. The position requires deep knowledge of Genesys and Five9 data ecosystems, as well as collaboration with various teams to enhance customer experience through AI-driven solutions. The contract is for 12 months with the possibility of extension, and the role is remote. The ideal candidate will start as soon as possible.

Key Responsibilities:

• Deep knowledge of Genesys and Five9 data ecosystem.
• Manage contact center migration to CCaaS and build data solutions.
• Define data strategy for migrating historical and real-time data to the cloud.
• Understand data models for Genesys and develop mappings to cloud equivalents.
• Collaborate with data architects for reporting continuity and compliance.
• Evaluate data architecture to minimize impact during migration.
• Identify opportunities to enhance customer experience using AI technologies.
• Collaborate with internal AI/ML teams on automation use cases.
• Work closely with IT, customer service operations, and external vendors.
• Participate in vendor evaluations and selection processes.
• Conduct interviews with business stakeholders to understand contact center needs.

Key Skills:

• Deep knowledge of Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing).
• Experience with Five9 data ecosystem.
• Understanding of CCaaS migration processes.
• Data strategy development for cloud migration.
• Collaboration skills with data architects and business teams.
• Knowledge of AI technologies for customer experience enhancement.
• Strong communication and stakeholder management skills.

Salary (Rate): undetermined

City: undetermined

Country: India

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

RED Global - Contact center data and AI Architect - 6 Months + Ext Contract - Start ASAP

On behalf of our Global Key Partner, RED is currently looking for a Contact center data and AI Architect to join us.

Contract details:

Role: Contact center data and AI Architect
Duration: 12 Months + Extension
Start: ASAP
Location: Remote
Language: English

Job Description

t 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 architecture 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

Reference
CR/127878_1752065475

Date
9 Jul 2025