CCaaS-Five-GCP-Senior Engineer

Job Description
CCaaS-Five9-GCP-Senior Engineer (AWS Connect/ Google

Five9/)

Must Have Technical/Functional Skills
" Candidate must have Deep knowledge of Google CCAI, AWS Connect or Five9 data ecosystem
" 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 Big Query, 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 Five
9.
"

Experience with Agile development, Continuous Integration, and Continuous Delivery, including working knowledge of various tools in the CI/CD pipeline. Dev Ops and Observability.
"

Experience with automated release management using Git Hub Actions.
" Experience in Architecture design and modeling should possess strong skills in designing and modeling complex systems and architecture.
" Good understanding of data structures, algorithms, and design patterns
" Great written communication and documentation abilities
" Strong understanding of cloud security architecture and Encryption and OAuth.
" Looks proactively beyond the obvious for continuous improvement opportunities.
" Leadership and communication: lead teams and collaborate with stakeholders, so strong leadership and communication skills are essential.
" Excellent communication skills, with the ability to influence at all levels across functions, from both technical and non-technical perspectives alike
" 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.
" Contact center migration to CCaaS and build data solution surrounding the migration

Led cross-functional teams to define product vision, roadmap & quarterly plans using Aha & Jira, prioritizing backlogs based on user feedback & business goals.
" Orchestrated Agile ceremonies as Product Owner & ;
Scrum Master (sprint planning, stand-ups, reviews, retros) for team alignment & transparency