Role Overview:This role focuses on designing and implementing scalable Contact Center as a Service (CCaaS) and Intelligent Virtual Assistant (IVA) solutions. The architect will leverage Google Cloud and Google CX (Dialogflow CX) for conversational IVR, NLU/NLP, and integrations, while also architecting secure cloud infrastructure on GCP using services like GKE, Cloud Run, and BigQuery. A key aspect involves optimizing Five9 CCaaS solutions and leading integrations with enterprise systems.
Key Responsibilities:- Design and implement scalable CCaaS and IVA solutions using Google Cloud and Google CX (Dialogflow CX), including conversational IVR design, NLU/NLP modeling, intent and flow orchestration, webhook integrations, speech-to-text/text-to-speech, and seamless integration with Five9 and enterprise systems.
- Architect secure, resilient cloud infrastructure on GCP utilizing 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).
- Architect, implement, and optimize Five9 CCaaS solutions, covering ACD, skills-based routing, dialer, omnichannel capabilities, and campaign management, ensuring scalable, secure, and compliant contact center operations.
- Lead integrations and migrations leveraging Five9 APIs and telephony capabilities, including CRM/CTI integrations, webhooks, SIP/WebRTC, security configuration (RBAC, PCI/HIPAA), and transition from legacy contact center platforms.
- Apply Agile development, Continuous Integration, and Continuous Delivery practices, including working knowledge of CI/CD pipeline tools, DevOps, and Observability.
- Implement automated release management using GitHub Actions.
- Possess strong skills in architecture design and modeling for complex systems.
- Collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success.
Required Skills:- Deep knowledge of Google CX and Google Cloud.
- Proficiency in Dialogflow CX, conversational IVR design, NLU/NLP modeling, intent/flow orchestration, webhook integrations, speech-to-text/text-to-speech.
- Experience with GCP services: GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, BigQuery.
- Expertise in IAM, VPC design, encryption, multi-region high availability, and Terraform.
- Strong understanding of Five9 CCaaS solutions, including ACD, skills-based routing, dialer, omnichannel capabilities, and campaign management.
- Experience with Five9 APIs, CRM/CTI integrations, webhooks, SIP/WebRTC, and security configuration (RBAC, PCI/HIPAA).
- Familiarity with Agile development, CI/CD, DevOps, Observability, and GitHub Actions.
- Strong skills in architecture design and modeling, data structures, algorithms, and design patterns.
- Good understanding of cloud security architecture, Encryption, and OAuth.
- Exceptional written and verbal communication, documentation abilities, and stakeholder management skills.
- Ability to influence at all levels across functions, from both technical and non-technical perspectives.
Qualifications: 
