CCaaS Solution Engineer

Design and implement scalable CCaaS and IVA solutions leveraging leading cloud and enterprise conversational AI/customer service platforms, including conversational IVR design, NLU/NLP modeling, intent and flow orchestration, webhook integrations, and speech-to-text/text-to-speech capabilities.

Develop secure and resilient cloud infrastructure on Google Cloud Platform using services such as GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery. Experience with IAM, VPC design, encryption, multi-region high availability, and Infrastructure as Code (Terraform) to support enterprise-grade customer experience platforms.

Implement and optimize CCaaS solutions, including ACD (Automatic Call Distribution), skills-based routing, dialers, omnichannel capabilities, and campaign management while ensuring scalable, secure, and compliant contact center operations.

Lead integrations and migrations leveraging CCaaS APIs and telephony capabilities, including CRM/CTI integrations, webhooks, SIP/WebRTC, security configurations, and migration from legacy contact center platforms to cloud-based solutions.

Design, develop, and maintain data pipelines, models, and datasets supporting CCaaS data platforms while ensuring data quality, reliability, security, and compliance.