Overview

CTG is seeking to fill an Engineer II - Premium (AI; GCP; AWS; Oracle; Genesys) opening for our client in Phoenix, AZ.

Location: Phoenix, AZ
Duration: Ongoing Contract

Duties:

• Serve as a Contact Center Data and AI Architect, supporting CCaaS migration initiatives and related data transformation efforts

• Design and implement cloud-based data architecture for contact center ecosystems including Genesys and Five9 platforms

• Lead the development of data strategies for historical and real-time contact center data migration to cloud platforms (e.g., GCP, AWS) with minimal impact to downstream systems

• Define and develop mappings for data models across platforms (e.g., Genesys InfoMart, UCS, SpeechMiner) to cloud-native equivalents

• Partner with data architects to ensure continuity in reporting, regulatory compliance, and system interoperability

• Analyze downstream system dependencies and design solutions to minimize service disruption during the migration process

• Identify and implement AI-driven enhancements for customer engagement such as virtual assistants, predictive routing, sentiment analysis, and intent detection

• Collaborate with internal AI/ML teams to define and drive automation use cases based on contact center data

• Act as a liaison between IT, business operations, customer service teams, and external CCaaS vendors during planning and execution phases

• Participate in vendor evaluations and selection for CCaaS and AI technologies

• Conduct interviews and workshops with business stakeholders to gather requirements and assess downstream application impacts

Skills:

• Strong hands-on expertise with Genesys platforms (InfoMart, UCS, GAAP, Speech Miner, WFM, Routing, etc.) and Five9

• Proficient in cloud platforms: Google Cloud Platform (GCP), Amazon Web Services (AWS)

• Experience with Oracle databases and integration with cloud solutions

• Knowledge of AI/ML technologies applied to customer experience (e.g., sentiment analysis, predictive models, virtual agents)

• Expertise in designing scalable, compliant data architectures supporting real-time and batch processes

• Strong understanding of data governance, compliance, and reporting frameworks in regulated environments

• Excellent cross-functional collaboration and stakeholder engagement skills

Experience:

• Minimum 6+ years of experience in data engineering, cloud architecture, or contact center technology

• 3+ years of hands-on experience with Genesys platform components and cloud-based contact center solutions

• Demonstrated success in leading data migrations and AI solution implementations in enterprise environments

• Experience working with AI/ML teams to define business use cases and data strategies

Education:

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field (Master’s preferred)

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services for this role.

To Apply:
To be considered, please apply directly to this requisition using the link provided. For additional information, please contact JoAnn Abramo at JoAnn.Abramo@ctg.com. Kindly forward this to any other interested parties. Thank you!