CCaas Data Engineer

Job Description 4+ years of commercial software development experience. 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, speech-to-text/text-to-speech. Develop secure, resilient cloud infrastructure on major cloud services provider 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. Have 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/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. Understanding model lifecycle including evaluations, hyperparameters, tuning, and ongoing monitoring, model governance, bias mitigation, and explainability. Experience with Agile development, CI/CD, DevOps and Observability. Hands on experience with Kafka, Relational, and/or NoSQL databases. Understanding of data structures, algorithms, and design patterns Looks proactively beyond the obvious for continuous improvement opportunities. Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success. Role - CCaas Data Engineer Experience Required -4+ Years Must Have Technical/Functional Skills 4+ years of commercial software development experience. 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, speech-to-text/text-to-speech. Develop secure, resilient cloud infrastructure on major cloud services provider 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. Have 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/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. Understanding model lifecycle including evaluations, hyperparameters, tuning, and ongoing monitoring, model governance, bias mitigation, and explainability. Experience with Agile development, CI/CD, DevOps and Observability. Hands on experience with Kafka, Relational, and/or NoSQL databases. Understanding of data structures, algorithms, and design patterns Looks proactively beyond the obvious for continuous improvement opportunities. Roles & Responsibilities Exceptional communication and stakeholder management skills, with the ability to collaborate with cross-functional teams, including developers, business analysts, and quality assurance professionals, to drive project success. Base Salary Range : $100,000 to $130,000 Per Annum TCS Employee Benefits Summary Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. #J-18808-Ljbffr Tata Consultancy Services