Description

You will lead the design and implementation of scalable contact center and conversational AI solutions on Google Cloud Platform.

This role is on-site.

Responsibilities

• Architect and deploy secure, resilient cloud infrastructure using GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery.
• Design and implement CCaaS and IVA solutions, including conversational IVR, NLU/NLP modeling, intent orchestration, and speech-to-text integrations.
• Develop and optimize contact center operations, including ACD, skills-based routing, omnichannel capabilities, and campaign management.
• Build and maintain data pipelines, AI/ML models (XGBoost, TensorFlow, Prophet), and datasets to support CCaaS platforms.
• Manage integrations and migrations from legacy platforms using CCaaS APIs, SIP/WebRTC, and CRM/CTI connections.

Required Skills

• 5+ years of commercial software development experience.
• Strong proficiency in Java, Microservices, and Spring Boot.
• Hands-on experience with Apache Kafka, RDBMS, and NoSQL databases.
• Deep understanding of data structures, algorithms, and design patterns.
• Experience with Infrastructure as Code (Terraform), CI/CD, and DevOps practices.
• Knowledge of IAM, VPC design, encryption, and multi-region high availability.
• Familiarity with Agile development and observability tools.
• Bachelor's degree in Computer Science or related field.

Preferred Skills

• Experience with XGBoost, SARIMA, and prompt engineering.
• Background in migrating legacy contact center platforms to cloud-based solutions.

Key Skills

Education

Bachelor's degree