Contact Center / Genesys Architect || Phoenix, AZ (...

Job Title: Contact Center Solution Architect with AI Expertise Location: Phoenix, AZ (Onsite) Type: Contract - W2 / C2C Job Summary: We are seeking a highly experienced Contact Center Solution Architect with deep knowledge of Genesys platforms and hands-on experience in designing and migrating to modern CCaaS (Contact Center as a Service) environments. The ideal candidate will have strong expertise in AI-driven enhancements for customer experience, along with a solid understanding of IVR, routing logic, omnichannel servicing, and Workforce Management (WFM) systems. Key Responsibilities: Assess the current Genesys architecture (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and develop a comprehensive migration roadmap to a CCaaS platform. Evaluate existing Genesys components to determine which should be migrated, retired, or replaced. Analyze current call flows, routing logic, IVR structures, and skill-based routing to design optimized equivalents within the new CCaaS environment. Lead the migration and integration of Workforce Management (WFM) functionalities, including forecasting, scheduling, and intraday performance. Identify opportunities to enhance the customer experience using AI technologies such as: Intent detection Virtual assistants/chatbots Predictive routing Sentiment analysis Collaborate with internal AI/ML teams to define and implement data-driven automation use cases. Work cross-functionally with IT, customer service operations, business stakeholders, and external CCaaS vendors. Participate in the vendor evaluation and selection process for CCaaS and AI platforms. Conduct stakeholder interviews to gather requirements and understand downstream application impacts. Required Qualifications: Overall IT Experience: 10-15 Years. Proven experience as a Solution Architect in contact center environments, especially with Genesys technologies. Strong expertise in IVR design, omnichannel orchestration, routing logic, and customer journey mapping. Hands-on experience in migrating legacy platforms to modern CCaaS solutions. Solid understanding of Workforce Management (WFM) tools and principles. Demonstrated ability to evaluate and integrate AI-driven solutions for enhancing customer experience. Excellent communication, collaboration, and stakeholder management skills. Preferred Qualifications: Experience working with multiple CCaaS vendors (e.g., NICE CXone, Amazon Connect, Five9, etc.). Knowledge of AI/ML platforms used in customer service environments. Certifications in Genesys, CCaaS platforms, or relevant cloud technologies. If interested, please share resume to ;

Created: 2026-03-04