Engineer II - Premium (AI; GCP; AWS; Oracle; Genesys)

CTG

Phoenix, AZ

Contract

Senior

7 days ago

Job Description

About the Role

CTG is seeking to fill an Engineer II - Premium (AI; GCP; AWS; Oracle; Genesys) opening for our client in Phoenix, AZ. CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. With nearly 60 years of experience, CTG operates across the Americas, Europe, and India, working with over 3,000 clients in high-growth industries. The company emphasizes a culture driven by its people, values, and actions, and is recognized as a Great Place to Work Certified™ company. It is committed to equal opportunity employment and promoting a diverse, inclusive workplace.

Key Responsibilities

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

Requirements

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
Strong 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

Nice to Have

Master's degree in Computer Science, Engineering, Information Systems, or related field

Qualifications

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

Benefits & Perks

Not explicitly specified in the description

Working at CTG

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. It is a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. We aim to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work Certified™ company across many of our global operations.

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