Skills: Google Data Engineering, Contact Center as a Service, CCaaS, Google CCAI, Five9 Experience: 8-9 Years
ROLE_DESCRIPTION
Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success.
SKILLS_REQUIRED
8+ years of commercial software development experience using Java and/or Python.
Design and implement scalable CCaaS and IVA solutions leveraging leading Cloud and enterprise conversational AI/customer service solutions, including conversational IVR design, NLU/NLP modeling, intent and flow orchestration, webhook integrations, speech-to-text/text-to-speech.
Architect secure, resilient cloud infrastructure using 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 CCaaS solutions, including ACD, skills-based routing, dialer, omnichannel capabilities, and campaign management.
Lead integrations and migrations leveraging CCaaS APIs and telephony capabilities, including CRM/CTI integrations, webhooks, SIP/WebRTC, security configuration, and transition from legacy contact center platforms to cloud-based solutions.
Design, develop, and maintain data pipelines/models/datasets supporting CCaaS data platforms while ensuring data quality, reliability, security, and compliance.
Experience building and integrating AI/ML solutions such as XGBoost, SARIMA, Prophet, prompt engineering, and TensorFlow into production systems.
Understanding of model lifecycle, including evaluations, hyperparameters, tuning, ongoing monitoring, model governance, bias mitigation, and explainability.
Experience with Agile development, CI/CD, DevOps, and Observability.
Hands-on experience with Kafka, relational, and/or NoSQL databases.
Strong Data Architecture design and modeling skills.
Understanding of data structures, algorithms, and design patterns.
Proactive approach toward continuous improvement.
Strong leadership, communication, and stakeholder management skills.
DESIRABLE_SKILLS
Contact center migration to CCaaS and building data solutions around the migration.
Experience leading cross-functional teams to define product vision, roadmap, and quarterly plans using Aha and Jira.
Experience orchestrating Agile ceremonies as Product Owner/Scrum Master.
Company Benefits & Culture
• Inclusive and diverse work environment
• Opportunities for professional growth and development
• Comprehensive health and wellness benefits