Description

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-spee

ch.Develop secure, resilient cloud infrastructure on major cloud service providers using services such as GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery, while implementing IAM, VPC design, encryption, multi-region high availability, and Infrastructure as Code (Terraform) to support enterprise-grade customer experience platfor

ms.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 operatio

ns.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 solutio

ns.Experience with Agile development, continuous integration, continuous delivery, DevOps, and observability, including working knowledge of tools used in the CI/CD pipeline such as Maven, Salt, Git, and Jenki

ns.Experience designing and developing APIs, services, and microservices-based architecture using frameworks such as Spring Boot or Vert

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

Key Skills

Education

Bachelor's or Master's degrees