Role Overview:This role is for a CCaaS Google Data Engineer responsible for designing, implementing, and optimizing scalable Contact Center as a Service (CCaaS) and Intelligent Virtual Assistant (IVA) solutions. The position involves leveraging leading cloud platforms and conversational AI, developing secure cloud infrastructure, and managing robust data pipelines to support enterprise-grade customer experience platforms.
Key Responsibilities:- Design and implement scalable CCaaS and IVA solutions, including conversational IVR design, NLU/NLP modeling, intent and flow orchestration, webhook integrations, and speech-to-text/text-to-speech.
- Develop secure and resilient cloud infrastructure on major cloud services providers using services such as GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery, implementing IAM, VPC design, encryption, multi-region high availability, and Infrastructure as Code (Terraform).
- Implement and optimize CCaaS solutions, including ACD (Automatic Call Distribution), skills-based routing, dialer, omnichannel capabilities, and campaign management.
- Integrate and migrate solutions leveraging CCaaS APIs and telephony capabilities, including CRM/CTI integrations, webhooks, SIP/WebRTC, and transitioning from legacy contact center platforms to cloud-based solutions.
- Design, develop, and maintain data pipelines, models, and datasets to support CCaaS data platforms, ensuring data quality, reliability, security, and compliance.
- Build and integrate AI/ML solutions such as Xgboost, SARIMA, Prophet, prompt engineering, and TensorFlow into production systems.
- Understand the model lifecycle, including evaluations, hyperparameters, tuning, ongoing monitoring, model governance, bias mitigation, and explainability.
Required Skills:- 4+ years of commercial software development experience.
- Proficiency in CCaaS and IVA solutions, conversational AI, NLU/NLP, and speech technologies.
- Hands-on experience with Google Cloud services like GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery.
- Expertise in cloud infrastructure components such as IAM, VPC design, encryption, multi-region high availability, and Terraform.
- Experience with ACD, skills-based routing, dialer, omnichannel capabilities, and campaign management within CCaaS.
- Familiarity with CCaaS APIs, CRM/CTI integrations, webhooks, SIP/WebRTC, and contact center migrations.
- Strong skills in data pipeline design, development, and maintenance for data quality and security.
- Experience with AI/ML solutions (Xgboost, SARIMA, Prophet, TensorFlow) and prompt engineering.
- Knowledge of Agile development, CI/CD, DevOps, and Observability practices.
- Hands-on experience with Kafka, Relational, and/or NoSQL databases.
- Exceptional communication and stakeholder management skills.
Qualifications:- 4+ years of commercial software development experience.
Preferred Skills:- Digital : Google Data Engineering
