Key Facts

Remote From:

Arizona (USA) , Maryland (USA)

Full time

English

Hard Skills

Other Skills

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Collaboration
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Communication

MDA Edge

About MDA Edge

Our objective is to establish an exceptional ecosystem by connecting individuals, technology, and prospects through the application of human intelligence.MDA Edge is a process-oriented company and our expertise lies in providing comprehensive Workforce Solutions, specifically focusing on Contingent Staffing, Bulk/Project Staffing, RPO/KPO/BPO, and Direct Hire services. We cater to a wide range of industries, including Infrastructure Consulting, Engineering Consulting, IT Consulting, Healthcare, Life Sciences, Pharmaceutical Consulting, Consumer Goods, Education, Transportation & Logistics, Media & Entertainment, Telecom, BFSI, Manufacturing, Utilities & Energies, and Corporate Recruitment. Moreover, we have developed a dedicated focus on Government Consulting.Our company prides itself on a meticulous approach, ensuring that we meet your specific needs. We have established a robust network of highly skilled professionals who are readily available to fulfill your requirements. With a strong commitment to excellence, we consistently deliver exceptional results for clients in India, Denmark, France, Germany, Ireland, Japan, Spain, Thailand, the USA, Canada and Mexico, with ongoing expansion efforts to serve more new regions in the near future.We consistently uphold the highest standards of quality by providing resources, time, and materials to design, implement, and support efficient operations for organizations. Our track record of measurable accomplishments demonstrates our commitment to cultivating a balanced work and societal ecosystem.Our continuous growth, successful customer engagements, and strong customer retention exemplify our achievements. Furthermore, our passion lies in streamlining complex business processes through the application of suitable technology, which has been integral to our success.We extend an invitation to join our dynamic workplace, offering rapid growth opportunities, excellent employee benefits, and a positive work-life balance.

Company type: Scaleup

Founded: 2018

Company size: 201 - 500

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Job description

Job Title: Genesys & Cisco Contact Center Architect – CCaaS Migration & AI Integration
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