CCaaS GCP Five9 Architect / Senior Software Engineer

Requisition ID: 104984-1
Title: CCaaS GCP Five9 Architect / Senior Software Engineer
Location: Phoenix, AZ/ charlotte, NC (only local candidates)
Duration: 6+ Months
Salary Range: $40.00- 45.00 an hour on W2 /C2C

We are seeking an experienced CCaaS GCP Five9 Architect / Senior Software Engineer with 8+ years of commercial software development experience in Java and/or Python and strong expertise in Cloud Contact Center as a Service (CCaaS), Five9, Google Cloud Platform (GCP), conversational AI, and contact center integrations.

The ideal candidate will be responsible for architecting scalable cloud-based contact center solutions, leading CCaaS migrations and integrations, developing data and AI/ML solutions, and collaborating with technical and business stakeholders.

Key Responsibilities

• Design, architect, and implement scalable CCaaS and IVA solutions using Five9, Google CCAI, and other enterprise customer experience platforms.

• Design conversational IVR solutions, including NLU/NLP modeling, intent recognition, flow orchestration, webhooks, speech-to-text, and text-to-speech.

• Architect secure and resilient solutions on Google Cloud Platform (GCP).

• Utilize GCP services including GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery.

• Implement cloud security and architecture best practices including IAM, VPC, encryption, multi-region high availability, and Terraform-based Infrastructure as Code (IaC).

• Architect and optimize CCaaS capabilities including ACD, skills-based routing, dialers, omnichannel communication, and campaign management.

• Lead CCaaS integrations and migrations using APIs and telephony technologies.

• Develop integrations involving CRM/CTI, webhooks, SIP, WebRTC, and other contact center technologies.

• Lead migration initiatives from legacy contact center platforms to cloud-based CCaaS solutions.

• Design and maintain data pipelines, data models, and datasets supporting CCaaS and customer experience platforms.

• Ensure data platforms meet requirements for quality, reliability, security, scalability, and compliance.

• Build and integrate production-grade AI/ML solutions using technologies such as XGBoost, SARIMA, Prophet, TensorFlow, and prompt engineering.

• Support the complete ML lifecycle, including model evaluation, hyperparameter tuning, monitoring, governance, bias mitigation, and explainability.

• Implement CI/CD, DevOps, Agile development, and observability practices.

• Work with Kafka, relational databases, and NoSQL databases.

• Apply strong data architecture, data modeling, algorithms, and software design patterns to complex systems.

• Identify opportunities for continuous improvement and optimize existing customer experience platforms.

• Lead technical teams and collaborate effectively with developers, business analysts, QA teams, product teams, and other stakeholders.

• Communicate technical concepts effectively to both technical and non-technical audiences.

Required Skills

• 8+ years of commercial software development experience

• Strong hands-on experience with Java and/or Python

• CCaaS / Contact Center as a Service

• Five9 / Five 9

• Google CCAI / Conversational AI

• GCP architecture and services

• GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, BigQuery

• Conversational IVR, NLU/NLP, intent modeling, and flow orchestration

• Speech-to-text and text-to-speech

• ACD, skills-based routing, dialers, omnichannel, and campaign management

• CCaaS APIs and telephony integrations

• CRM/CTI integrations, webhooks, SIP/WebRTC

• Cloud contact center migration and implementation

• Data pipelines, data modeling, and data architecture

• AI/ML with XGBoost, SARIMA, Prophet, TensorFlow, and prompt engineering

• IAM, VPC, encryption, high availability, and cloud security

• Terraform / Infrastructure as Code

• Kafka and relational/NoSQL databases

• CI/CD, DevOps, Agile, and observability

• Strong understanding of data structures, algorithms, and design patterns

Preferred / Desirable Skills

• Experience leading contact center migrations to CCaaS

• Experience building data solutions around CCaaS migrations

• Strong stakeholder and cross-functional management skills

• Product Owner and/or Scrum Master experience

• Experience with Aha and Jira

• Experience leading Agile ceremonies, sprint planning, stand-ups, reviews, and retrospectives

• Experience defining product vision, roadmaps, quarterly plans, and backlog prioritization

• Strong leadership and communication skills