CCaaS Migration Architect

We are seeking a highly skilled and experienced Voice & Contact Center Technology SME to lead, support, and optimize the transformation of enterprise contact center services, including the migration from Genesys to Five9 Contact Center as a Service (CCaaS) and the deployment of AI-powered Intelligent Virtual Assistant (IVA) solutions. This role serves as a critical technical leader responsible for the design, implementation, administration, support, and continuous improvement of enterprise voice and contact center technologies that support global IT Service Desk operations and end-user support organizations., Lead the planning, architecture, implementation, migration, and operational support of enterprise contact center platforms, including the transition from Genesys to Five9 CCaaS.

Design, configure, administer, and maintain Five9 voice environments, including call routing strategies, IVR workflows, queue structures, skill-based routing, callback capabilities, business rules, and omni-channel engagement services.

Lead the deployment, integration, and optimization of AI-driven Intelligent Virtual Assistants (IVA), conversational AI solutions, voicebots, and self-service capabilities to improve customer engagement and reduce agent workload.

Manage and support Nuance IVR platforms and associated voice automation technologies, ensuring optimal performance, availability, and customer experience.

Collaborate with Product Owners, Service Desk Leadership, Engineering Teams, Telecom Teams, Infrastructure Teams, Security Teams, and external vendors to deliver scalable and resilient contact center solutions.

Analyze contact center performance metrics and customer interaction data to identify opportunities for service improvement, process optimization, automation, and cost reduction.

Develop and execute voice modernization strategies that align with organizational goals for AI adoption, self-service enablement, digital transformation, and operational excellence.

Configure and optimize routing logic across multiple support channels to ensure efficient call distribution, reduced wait times, improved first-contact resolution, and enhanced customer satisfaction.

Lead incident management, troubleshooting, root cause analysis, and resolution efforts related to voice systems, CCaaS platforms, IVR environments, and supporting integrations.

Establish monitoring, alerting, reporting, and operational dashboards to provide visibility into contact center performance, service levels, call quality, platform utilization, and customer experience metrics.

Partner with business stakeholders to define requirements, evaluate new technologies, identify enhancement opportunities, and develop technology roadmaps for voice and contact center capabilities.

Support integration efforts across ServiceNow, telephony platforms, AI services, CRM tools, workforce management solutions, and enterprise support applications.

Ensure platform stability, security, compliance, and adherence to operational best practices through proactive maintenance, governance, and lifecycle management activities.

Create and maintain technical documentation, architectural diagrams, operational procedures, support runbooks, and knowledge articles to support ongoing operations and future platform enhancements.

Serve as the primary Subject Matter Expert (SME) for Voice Technologies, Contact Center Operations, Five9 CCaaS, AI Automation, IVA Platforms, Call Routing, Reporting, and Service Desk Contact Center Solutions.

Voice Platform & Call Routing Management

Own end-to-end Service Desk call routing architecture.

Assess existing call flows, queues, routing logic, reporting, and integrations.

Configure and manage skill-based routing models.

Analyze call distribution patterns and improve routing efficiency.

Troubleshoot call routing issues in collaboration with product team and queue performance bottlenecks.

Manage inbound and outbound call flows across multiple support channels.

Validate parity between legacy and target platforms.

Drive post-migration stabilization and optimization

Lead migration activity, testing, and rollback strategies

Support cutover planning and production readiness.

IVR Administration & Automation

Manager, support, build, and maintain IVR menus and call treatment flows.

Develop and manage IVR prompts, announcements, and voice recordings.

Optimize self-service capabilities and call containment strategies.

Implement intent-based routing and voice automation use cases.

Partner with AI/Conversational teams to integrate IVA, chatbot, and voice bot capabilities.

Queue & Capacity Management

Monitor queue health, staffing alignment, and service levels.

Analyze call volumes, abandon rates, hold times, and occupancy metrics.

Recommend staffing and routing improvements based on forecasted demand.

Work closely with Workforce Management (WFM) teams to optimize customer experience.

Five9 & CCaaS Administration

Administer and support Five9 contact center platform.

Configure campaigns, skills, queues, routing rules, and agent profiles.

Manage integrations between Five9, ServiceNow, telephony, and reporting systems.

Ensure platform stability, resiliency, and operational performance.

Support CCaaS migration, transformation, and optimization initiatives.

Reporting & Analytics

Generate operational reports and dashboards.

Chatbot Genesys Planning Dashboard Operations Leadership Management Automation Governance Innovation Resilience ServiceNow Scalability Reliability AI Adoption Inbound Calls Google Gemini Outbound Calls Cost Reduction Channel Router Authentications Network Routing Customer Service Computer Science Business Metrics Queue Management Technical Support Conversational AI Influencing Skills Performance Metric Business Valuation Telecommunications Problem Management Workflow Management Customer Engagement Root Cause Analysis Technology Roadmaps Incident Management Service Improvement Workforce Management Lifecycle Management Process Optimization Information Technology Preventive Maintenance Full Stack Development Stakeholder Management Operational Excellence Operational Efficiency Digital Transformation IT Capacity Management Workforce Optimization Technical Documentation Business Transformation Self Service Technologies Contact Center Operations Interactive Voice Response Stakeholder Communications Automatic Call Distributor Session Initiation Protocols Service Improvement Planning End-User Training And Support ITIL Foundation Certification Intelligent Virtual Assistant Continuous Improvement Process Cutover Planning And Management Customer Relationship Management Troubleshooting (Problem Solving) Operational Performance Management Information Technology Infrastructure Library

7 to 9 years, The ideal candidate will possess deep technical expertise and hands-on experience with Five9 CCaaS implementations, Google IVA platforms, Nuance IVR administration, contact center call flows, omni-channel routing, queue management, workforce optimization, reporting, and voice automation technologies. This individual will play a key role in modernizing the employee support experience by leveraging AI, automation, and next-generation contact center capabilities to improve operational efficiency, enhance customer satisfaction, and increase service resolution effectiveness., Technical Skills

Deep understanding of:

o IVR architecture

o ACD routing

o Skill-based routing

o Queue management

o Workforce optimization concepts

o Contact center operations

Hands-on Experience

Five9 CCaaS Administration

Call Routing & Queue Management

IVR Design & Configuration

Voice Recording Management

Voice Automation Solutions

Conversational AI Platforms

Intent Mapping & Call Steering

Voice Analytics & Reporting

Telephony & Contact Center Technologies

Five9

Genesys (Preferred)

IVA / Conversational AI Platforms

SIP & Voice Infrastructure Concepts

ServiceNow Integration

Workforce Management Tools

Preferred Experience

AI-powered voice automation solutions

Voice Biometrics / Authentication platforms

Google Conversational AI / Gemini / Flash 3.5, Bachelor’s Degree in Information Technology, Computer Science, Telecommunications, or related field.

7+ years of experience supporting enterprise contact center and voice technologies.

3+ years of hands-on Five9 administration experience.

Experience managing large-scale Service Desk voice operations.

Preferred Certifications

Five9 Administrator Certification

CCaaS Certifications

ITIL Foundation / ITIL 4

Genesys Certifications

ServiceNow Fundamentals

Desired Outcomes

Success in this role will be measured by the successful migration and optimization of contact center platforms, improved customer experience metrics, increased automation adoption, reduction in live-agent dependency, enhanced service desk efficiency, improved platform reliability, and the delivery of innovative AI-powered voice solutions that support the organization’s digital transformation objectives.

Skills

IVA, Five9, Genesys, ServiceNow, Gemini, voice, routing, Nuance IVR, ITIL

Top Skills Details

IVA,Five9,Genesys,ServiceNow

Additional Skills & Qualifications

7+ years supporting enterprise contact center technologies

3+ years of Five9 administration/architecture experience

Proven experience with contact center migrations

Experience integrating AI/IVA platforms

Experience with ServiceNow environments

Strong executive and stakeholder communication skills

Ability to influence architecture and operational decisions

Bachelor’s degree preferred, Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.