Contact Center Engineer (AI & Gen AI) (9975-1) Phoenix, AZ $$$ bonus
ESRhealthcarePhoenix, Arizona, United States
Posted January 6, 2026
120000 - 120000 USD year
Full Time
About the Company
ESRhealthcare is a staffing firm that connects qualified professionals with executive, healthcare, and IT positions. They provide executive, medical, IT, and special staffing placements, leveraging a broad network of partners to source real job opportunities. Candidates undergo rigorous pre‑screening to ensure optimal matches, and the firm maintains strict confidentiality by submitting personal data only after client approval. ESRhealthcare’s proactive communication and 24/7 availability keep candidates informed throughout the search, while they avoid contacting current employers, focusing on references once a suitable role is identified.
Job Description
Contact Center Engineer (AI & Gen AI) with deep knowledge of Genesys and Five9 data ecosystem, 8+ years of experience with Cisco Contact Center solutions, experience in contact center migration to CCaaS and building data solutions around the migration.
Requirements
- Deep knowledge of Genesys (InfoMart, UCS, GAAP, SpeechMiner, WFM, Routing, etc.) and Five9 data ecosystem
- 7+ years of experience with Cisco Contact Center solutions
- Experience in contact center migration to CCaaS and building data solutions around the migration
- Ability to define data strategy for migrating historical and real-time data to the cloud while ensuring minimal disruption to downstream systems
- Understanding of data models for Genesys (InfoMart, SpeechMiner) and development of mappings to cloud equivalents
- Collaboration with data architects to ensure reporting continuity and regulatory compliance
- Evaluation and recommendation of data architectures to minimize impact on downstream systems during migration to CCaaS
- Identification of opportunities to enhance customer experience using AI
- Collaboration with internal AI/ML teams to define data-driven automation use cases and implementation strategies
- Participation in vendor evaluations and selection processes for CCaaS and AI solutions
- Conducting interviews with business stakeholders to understand contact center needs and downstream application impact
Benefits
- Relocation assistance: No
- Visa sponsorship eligibility: No