CCaaS Solutions Architect GCP & Five9

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).

Req Id: 104998-1
Title: CCaaS Solutions Architect – GCP & Five9
Duration: 6+ Months
Location: Onsite: Phoenix/ charlotte
Pay Range: $40-46/hr on W2/C2C

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