Senior CCaaS Engineer (Google CCAI, Five9, AWS Connect, GCP)

We are seeking a highly experienced CCaaS Senior Engineer with deep expertise in Google CCAI, Five9, and AWS Connect ecosystems. The ideal candidate will architect and implement scalable cloud contact center (CCaaS) and conversational AI solutions, leveraging Google Cloud Platform (GCP), modern DevOps practices, and enterprise integration patterns.

This role involves designing end-to-end customer experience platforms, leading migrations from legacy contact centers to CCaaS, and delivering secure, scalable, and intelligent omnichannel solutions.

Key Responsibilities

• Design and implement scalable CCaaS and IVA solutions using Google CCAI (Dialogflow CX)
• Build conversational IVR systems including NLU/NLP, intent modeling, flow orchestration, STT/TTS, and webhook integrations
• Architect secure and resilient cloud infrastructure on GCP using:
  • GKE, Cloud Run, Cloud Functions
  • Pub/Sub, Apigee, BigQuery
  • IAM, VPC design, encryption, multi-region HA
  • Infrastructure as Code (Terraform)
• Architect and optimize Five9 CCaaS platforms, including:
  • ACD, skills-based routing, omnichannel, dialers
  • Campaign management and contact center operations
• Lead integrations and migrations using Five9 APIs, SIP/WebRTC, CRM/CTI integrations.
• Ensure security compliance (RBAC, PCI, HIPAA where applicable).
• Drive migration from legacy contact centers to modern CCaaS platforms.
• Implement CI/CD pipelines using GitHub Actions and DevOps practices.
• Support observability, monitoring, and release automation.
• Collaborate with engineering, QA, business analysts, and stakeholders.
• Lead Agile ceremonies and contribute to roadmap and sprint planning.
• Translate business requirements into scalable technical architecture.

Required Skills

• Strong experience in Google CCAI / Dialogflow CX
• Hands-on expertise in Five9 CCaaS platform
• Experience with AWS Connect or equivalent CCaaS platforms
• Strong knowledge of GCP architecture (GKE, Cloud Run, Pub/Sub, Apigee, BigQuery)
• Experience in API integration, webhook design, and CRM/CTI integration
• Strong understanding of cloud security (IAM, encryption, OAuth, VPC design)
• Experience with Terraform and Infrastructure as Code
• Strong scripting and automation knowledge
• Deep understanding of data structures, algorithms, and design patterns
• Experience in CI/CD, GitHub Actions, DevOps, and observability