Description

Required Skills:

5+ years of commercial software development experience.

Good understanding of data structures, algorithms and design patterns

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, and speech-to-text/text-to-speech.

Develop secure, resilient cloud infrastructure on major cloud service providers using services such as GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery, implementing 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, dialer, omnichannel capabilities, and campaign management, ensuring scalable, secure, and compliant contact center operations.

Experience in 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, and datasets to support 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.

Experience with Agile development, CI/CD, DevOps, and observability.

Hands-on experience with Kafka, relational databases, and/or NoSQL databases

Key Skills

Education

Bachelor's degree