Contact Center Data Architect

We are seeking a highly skilled Contact Center Data Solutions Architect with deep knowledge of the Genesys and Five9 data ecosystems. The ideal candidate will have experience in contact center migration to CCaaS and building data solutions surrounding the migration. This role involves defining data strategies for migrating historical and real-time data to the cloud while ensuring minimal disruption to downstream systems.

Key Responsibilities:

-Possess deep knowledge of Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and the Five9 data ecosystem.
-Develop and implement data strategies for migrating historical and real-time data to the cloud, 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 technologies 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 the selection process for CCaaS and AI solutions.
-Conduct interviews with various business stakeholders to understand their contact center needs and the impact on downstream applications.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

-5-10+ years of hands on Data Architecture experience, with a Data Engineering background prior.
-Proven experience with Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and Five9 data ecosystems.
-Experience in contact center migration to CCaaS and building data solutions surrounding the migration.
-Strong understanding of data models and cloud data migration strategies.
-Excellent communication and interpersonal skills.
-Ability to collaborate effectively with cross-functional teams.
-Bachelor's degree in a related field (preferred).

-Experience with AI technologies for enhancing customer experience.
-Familiarity with vendor evaluation and selection processes.
-Knowledge of data-driven automation use cases.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.