Google Cloud Platform Data Engineer (CCaaS/Data Engineering)

Only W2

Job Summary:
We are seeking a Data Engineer with strong Google Cloud Platform and Contact Center (CCaaS) experience to support its enterprise-wide customer experience transformation. The role focuses on building scalable data pipelines, integrating cloud contact center platforms, enabling real-time data processing, and supporting AI-driven customer engagement initiatives.

Required Skills:

• Experience with CCaaS/Contact Center technologies (Five9 preferred, otherwise Genesys, IVR, ACD, call routing, omnichannel workflows)
• Strong Google Cloud Platform Data Engineering skills (BigQuery, ETL/ELT pipelines, data modeling)
• Experience with Kafka, Google Pub/Sub, APIs, and real-time event streaming
• Proficiency in SQL and Python
• Experience integrating contact center platforms with enterprise systems

Nice to Have:

• Hadoop
• Java
• Cloud architecture/Data architecture
• AI/GenAI exposure

Key Responsibilities:

• Build and maintain scalable ETL/ELT pipelines on Google Cloud Platform
• Design data models for customer interaction and analytics data
• Develop real-time streaming solutions using Kafka and Pub/Sub
• Integrate CCaaS platforms with CRM, CTI, and enterprise applications
• Optimize IVR, call routing, and customer interaction workflows
• Collaborate with cross-functional Agile teams to modernize contact center platforms

Preferred Candidate Profile:

1. Five9/GECX experience (highest priority)
2. Genesys, IVR, or Contact Center/CCaaS experience
3. Strong Google Cloud Platform Data Engineer with real-time data processing experience

Project: Modernizing American Express's legacy contact center by migrating to a cloud-based CCaaS platform with real-time analytics and AI-enabled customer experiences.