Role Overview:This Senior Engineer role focuses on designing, implementing, and optimizing Contact Center as a Service (CCaaS) and Intelligent Virtual Assistant (IVA) solutions. The position requires deep expertise in Google Cloud Platform (GCP) services, Google CX (Dialogflow CX), and Five9, with additional knowledge of AWS Connect. The architect will be responsible for building scalable, secure, and compliant customer experience platforms.
Key Responsibilities:- Design and implement scalable CCaaS and IVA solutions leveraging 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 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) to support enterprise-grade customer experience platforms.
- Architect, implement, and optimize Five9 CCaaS solutions, including 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 to Five9.
Required Skills:- Deep knowledge of Google CCAI, AWS Connect or Five9 data ecosystem.
- Experience with Agile development, Continuous Integration, and Continuous Delivery, including working knowledge of various tools in the CI/CD pipeline.
- Proficiency in DevOps and Observability practices.
- Experience with automated release management using GitHub Actions.
- Strong skills in Architecture design and modeling of complex systems.
- Good understanding of data structures, algorithms, and design patterns.
- Excellent written communication and documentation abilities.
- Strong understanding of cloud security architecture, Encryption, and OAuth.
- Proactive approach to identifying continuous improvement opportunities.
- Demonstrated leadership and communication skills to lead teams and collaborate with stakeholders.
- Exceptional communication and stakeholder management skills, with the ability to influence at all levels across functions, including technical and non-technical teams.
