Contact Center Domain Expert

BCforward is currently seeking a highly motivated Senior Contact Center Domain Expert an opportunity Phoenix, Arizona.Position Title: Senior Contact Center Domain ExpertAnticipated Start Date: ASAPPlease note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.Expected Duration: Long Term ContractJob Type: FULL TIME, CONTRACT, HYBRIDPay rate :$70/hrPlease note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).Role OverviewWe are seeking a Senior Contact Center Domain Expert to lead the end-to-end transformation of our contact center platform from Genesys On-Premise to a modern cloud-based solution (Google CCAI, Five9, or Amazon Connect).This role will drive both the platform migration and the enterprise data integration strategy, with a primary focus on ensuring seamless, accurate, and scalable reporting integration into our proprietary American Express analytics platform, Lumi.The ideal candidate brings deep contact center operational expertise, strong knowledge of cloud CCaaS platforms, and hands‐on experience architecting data pipelines, reporting frameworks, and enterprise analytics integrations.ResponsibilitiesLead the strategy and execution of migrating from Genesys On-Prem to Google CCAI, Five9, or Amazon Connect.Conduct current-state assessment across telephony, IVR, routing, CTI, reporting, and data architecture.Oversee IVR redesign, call flow modernization, and skills-based routing optimization.Data, Reporting & Lumi Integration (Primary Focus)Define and implement the end-to-end contact center data strategy.Map Genesys historical and real-time data structures to the new cloud platform data models.Design and oversee integration of contact center operational data into Lumi.Ensure accuracy and continuity of KPIs during and after migration.Partner with data engineering teams to:Build scalable data pipelines (batch and real-time).Implement API integrations and event streaming.Establish data validation and reconciliation processes.Ensure reporting consistency across:AHT, FCR, CSAT, NPS, SLA, occupancy, adherenceAI/automation performance metricsDesign governance, data lineage, and controls for audit and compliance.Lead configuration of target CCaaS platform (Google, Five9, or Amazon Connect).Partner with cloud engineering teams on:Security, IAM, and compliance architectureCRM and workforce management integrationsImplement real-time dashboards and reporting frameworks aligned to enterprise standards.AI & Advanced Analytics EnablementEnable integration of AI-driven capabilities (virtual agents, speech analytics, sentiment analysis).Ensure AI performance metrics are captured and integrated into Lumi.Drive insights-driven optimization of customer and agent experiences.Stakeholder & Governance LeadershipServe as the primary liaison between Contact Center Operations, Technology, Data & Analytics, and Enterprise Reporting teams.Present transformation progress and data impact to senior leadership.Ensure executive-level visibility into KPI continuity and improvement.Required Qualifications8–12+ years of experience in contact center operations and technology.Deep expertise in Genesys On-Prem (Engage or equivalent).Proven experience migrating to one or more of:Google CCAIFive9Amazon Connect (AWS)Strong understanding of contact center data architecture and reporting frameworks.Hands‐on experience integrating operational data into enterprise analytics platforms.Strong understanding of:Real-time streaming/event-driven architecturesKPI governance and reconciliation methodologiesExperience working in highly regulated environments.Strong data architecture and analytics mindset.Ability to translate operational KPIs into technical data requirements.Executive communication and influence skills.Cross‐functional leadership across operations, engineering, and data teams.BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer‐provided group life, voluntary life insurance, short‐term disability, long‐term disability, and 401k.About BCforwardFounded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black‐owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People‐Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at‐will regardless of the anticipated assignment duration.#J-18808-Ljbffr