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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 [email protected]** . Kindly forward this to any other interested parties. Thank you!

About CTG

CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. Over nearly 60 years, we have earned a reputation as a faster and more reliable, results-driven partner. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG leverages the expertise of over 9,000 team members in 19 countries to provide innovative solutions. Together, we operate across the Americas, Europe, and India, working in close cooperation with over 3,000 clients in many of today's highest-growth industries. For more information, visit www.ctg.com .

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people define our culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is 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.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.