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crm ccaas genesys five9 ai/ml📋 Description
- Design and deploy outbound CCaaS solutions for efficiency and compliance.
- Translate customer needs into AI and CCaaS architectures.
- Design outbound workflows, dialing strategies, and cadences.
- Present solutions to technical and non-technical stakeholders.
- Lead PoV and pilot implementations for outbound use cases.
- Integrate CCaaS with CRM, telephony, and analytics.
🎯 Requirements
- Outbound contact center expertise: campaign orchestration and dialing modes.
- Regulatory knowledge: OFCOM, FDCPA, CFPB, TCPA.
- Operational experience in contact centers, outbound preferred.
- CCaaS platforms: Genesys, Five9, Alvaria, TCN or similar.
- AI/ML awareness: applying AI to outbound ops (outcome prediction, coaching).
- Solution architecture: scalable outbound solutions integrating with CRM and analytics.
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