CCaaS Migration Architect

TEKsystems•Irving, TX

1d•$70 - $75•Hybrid

About The Position

The Voice & CCaaS Specialist is a technical leader responsible for transforming, administering, supporting, and continually improving enterprise voice and contact center technologies serving global IT Service Desk operations and end-user support organizations. The role leads the migration from Genesys to Five9 Contact Center as a Service (CCaaS) and supports deployment of AI-powered Intelligent Virtual Assistant (IVA) solutions. The position covers Five9 platform architecture and administration, call routing, IVR workflows, queue management, workforce optimization, reporting, voice automation, and integrations with ServiceNow and other enterprise tools. The specialist works with business and technical stakeholders to improve customer experience, service resolution, operational efficiency, automation, and platform reliability. The role also leads migration testing, cutover readiness, stabilization, incident resolution, governance, documentation, and ongoing optimization. This is a contract position based in Irving, Texas, with a hybrid workplace arrangement. The listed pay range is $69.75–$75.00 per hour. The role requires at least 7 years supporting enterprise contact center and voice technologies and at least 3 years of hands-on Five9 administration experience. A bachelor's degree in a related field is listed under qualifications; the posting also describes a bachelor's degree as preferred in additional skills and qualifications.

Requirements

At least 7 years of experience supporting enterprise contact center and voice technologies.
At least 3 years of hands-on Five9 administration experience; additional skills and qualifications specify Five9 administration/architecture experience.
Bachelor's degree in Information Technology, Computer Science, Telecommunications, or a related field, as listed in the Qualifications section.
Deep understanding of IVR architecture, ACD routing, skill-based routing, queue management, workforce optimization concepts, and contact center operations.
Hands-on experience with Five9 CCaaS administration; call routing and queue management; IVR design and configuration; voice recording management; voice automation; conversational AI; intent mapping and call steering; voice analytics and reporting; and telephony and contact center technologies.
Experience managing large-scale Service Desk voice operations and contact center migrations.
Experience integrating AI/IVA platforms and working with ServiceNow environments.
Knowledge of Five9, telephony and contact center technologies, SIP and voice infrastructure concepts, and workforce management tools.
Strong executive and stakeholder communication skills and the ability to influence architecture and operational decisions.

Nice To Haves

Genesys experience; Genesys is identified as preferred.
Experience with AI-powered voice automation solutions.
Experience with voice biometrics or authentication platforms.
Experience with Google Conversational AI, Gemini, or Flash 3.5.
Experience with cloud contact center transformations.
Experience in Service Desk environments supporting large-scale enterprises.
Five9 Administrator Certification.
CCaaS certifications.
ITIL Foundation or ITIL 4 certification.
Genesys certifications.
ServiceNow Fundamentals.
Bachelor's degree is described as preferred in the Additional Skills & Qualifications section.

Responsibilities

Lead planning, architecture, implementation, migration, and operational support of enterprise contact center platforms, including migration from Genesys to Five9 CCaaS.
Own and assess end-to-end Service Desk call-routing architecture, call flows, queues, routing logic, reporting, and integrations.
Configure, administer, and maintain Five9 environments, including campaigns, skills, queues, agent profiles, routing rules, callback capabilities, business rules, and omnichannel services.
Lead migration activities, testing, platform parity validation, rollback strategies, cutover planning, production readiness, post-migration stabilization, and optimization.
Deploy, integrate, and optimize AI-powered IVAs, conversational AI, voicebots, intent-based routing, self-service capabilities, and voice automation.
Build, manage, and maintain Nuance IVR platforms, menus, call-treatment flows, prompts, announcements, and voice recordings.
Manage inbound and outbound call flows and configure skill-based routing across support channels.
Monitor queue health, staffing alignment, service levels, call volumes, abandon rates, hold times, occupancy, and other capacity metrics; recommend staffing and routing improvements in partnership with WFM teams.
Analyze contact center performance metrics and customer interaction data to identify service improvements, process optimization, automation opportunities, and cost reductions.
Generate operational reports and dashboards covering call volumes, talk and hold times, queue performance, transfer and abandonment rates, service levels, and IVR containment; provide actionable insights to leadership.
Lead incident management, troubleshooting, root-cause analysis, and resolution for voice systems, CCaaS platforms, IVR environments, and integrations; participate in problem management.
Establish monitoring, alerting, reporting, and operational dashboards for platform performance, service levels, call quality, utilization, and customer experience.
Collaborate with Product Owners, Service Desk Leadership and Operations, Engineering, Telecom, Infrastructure, Security, Workforce Management, business stakeholders, and external vendors.
Support integrations among ServiceNow, telephony platforms, AI services, CRM tools, workforce management solutions, reporting systems, and enterprise support applications.
Develop voice modernization strategies and technology roadmaps aligned with AI adoption, self-service, digital transformation, and operational excellence.
Ensure platform stability, resiliency, security, compliance, and operational best practices through maintenance, governance, and lifecycle management.
Create and maintain technical documentation, architecture diagrams, operational procedures, support runbooks, and knowledge articles.
Serve as the primary subject matter expert for voice technologies, contact center operations, Five9 CCaaS, AI automation, IVA platforms, call routing, reporting, and Service Desk contact center solutions.
Support technology upgrades, migrations, and platform enhancements.