CCaaS-Five-GCP-Senior Engineer

Technical/Functional Skills

• 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 Five9
• Experience with Agile development, Continuous Integration and Continuous Delivery, and working knowledge of various tools in the CI/CD pipeline (Dev Ops and Observability)
• Experience with automated release management using Git Hub Actions
• Strong architectural design and modeling skills, capable of designing and modeling complex systems and architecture
• 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 in looking beyond the obvious for continuous improvement opportunities
• Leadership and communication skills: lead teams and collaborate with stakeholders, influencing at all levels across functions, from technical to non‑technical perspectives
• Exceptional stakeholder management skills, collaborating with cross‑functional teams including developers, business analysts and quality assurance professionals to drive project success
• Experience in contact center migration to CCaaS and building data solutions surrounding the migration
• Led cross‑functional teams to define product vision, roadmap and quarterly plans using Aha & Jira, prioritizing backlogs based on user feedback and business goals
• Orchestrated Agile ceremonies as Product Owner & Scrum Master (sprint planning, stand‑ups, reviews, retros) for team alignment and transparency