Reply Requested: Senior Consultant | Network | Contact Center Speech Technologies| Phoenix AZ | 6+ months

[Andy R]

HI,

 

Job Title: Senior Consultant | Network | Contact Center Speech Technologies

Location: Phoenix, AZ 85003 ( Hybrid  )

Duration: 6+ months

 

JD:

• Candidate must have Deep knowledge of call flows, IVR, skill-based routing, omnichannel servicing, and customer journey orchestration.

 

Candidate must be able to :

• Assess the current Genesys architecture (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and design a migration roadmap to a CCaaS platform.
• Evaluate and recommend which components of Genesys should be migrated, retired, or replaced.
• knowledge of Routing Logic & WFM
• Analyze existing routing logic and translate it into equivalent or optimized configurations within the new CCaaS environment.
• Guide team on migration and integration of WFM functionalities, ensuring alignment with forecasting, scheduling, and intraday management requirements.
• 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

 

 

Thanks & Regards,

Andy

QUALIS 1, INC
Consulting – Development – Staffing

Phone : 8583691522 Ext 192

E-mail: an...@qualis1inc.com