MD
Contact Center Engineer (AI & Gen AI)
Macpower Digital Assets Edge Private Limited
🇺🇸 United States
Remote
5 days ago
- Genesys
- Cisco
- AI
- GAAP
- Five9
- Machine Learning
- AI/ML
- Amazon Connect
- GDPR
- HIPAA
5 days ago
Experience: 7+ years
Key Responsibilities:
- Act as the expert for Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing) and Five9
- Lead Cisco Contact Center (7+ years exp.) projects and migrations to CCaaS
- Define data migration strategy for moving historical/real-time data to cloud
- Map Genesys data models (InfoMart, SpeechMiner) to cloud equivalents
- Ensure reporting continuity and compliance during migration
- Recommend data architectures to minimize impact on downstream systems
- Identify AI/GenAI opportunities (predictive routing, sentiment analysis, virtual agents)
- Work with AI/ML teams to implement automation solutions
- Collaborate with IT, business teams, and vendors on migration projects
- Participate in vendor selection for CCaaS/AI solutions
- Interview business stakeholders to understand contact center needs
- 7+ years with Cisco Contact Center
- Deep Genesys expertise (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing)
- Hands-on Five9 experience
- Proven CCaaS migration experience
- Strong data strategy and mapping skills
- Knowledge of AI in contact centers
- Excellent collaboration and communication
- Experience with Amazon Connect, NICE CXone
- Knowledge of compliance (GDPR, HIPAA)
- Omnichannel routing expertise
Contact Center Engineer (AI & Gen AI) · Macpower Digital Assets Edge Private Limited