CCaaS-Five9-GCP-Senior Engineer

CCaaS-Five9-GCP-Senior Engineer (AWS Connect/ GoogleFive9/)Must Have Technical/Functional SkillsCandidate must have deep knowledge of Google CCAI, AWS Connect or Five9 data ecosystem. Design and implement scalable CCaaS and IVA solutions leveraging Google Cloud and Google CX (Dialogflow CX), including conversational IVR design, NLU/NLP modeling, intent and flow orchestration, webhook integrations, speech-to-text/text-to-speech, and seamless integration with Five9 and enterprise systems.Architect secure, resilient cloud infrastructure on GCP 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.Architect, implement, and optimize Five9 CCaaS solutions, including ACD, skills-based routing, dialer, omnichannel capabilities, and campaign management, ensuring scalable, secure, and compliant contact center operations.Lead integrations and migrations leveraging Five9 APIs and telephony capabilities, including CRM/CTI integrations, webhooks, SIP/WebRTC, security configuration (RBAC, PCI/HIPAA), and transition from legacy contact center platforms to Five9.Experience with Agile development, Continuous Integration, and Continuous Delivery, including working knowledge of various tools in the CI/CD pipeline. DevOps and Observability. Experience with automated release management using GitHub Actions.Experience in Architecture design and modeling should possess strong skills in designing and modeling complex systems and architecture. Good understanding of data structures, algorithms, and design patterns.Great written communication and documentation abilities. Strong understanding of cloud security architecture and Encryption and OAuth. Looks proactively beyond the obvious for continuous improvement opportunities.Leadership and communication: lead teams and collaborate with stakeholders, so strong leadership and communication skills are essential. Excellent communication skills, with the ability to influence at all levels across functions, from both technical and non-technical perspectives alike. 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.Contact center migration to CCaaS and build data solution surrounding the migration. Led cross-functional teams to define product vision, roadmap & quarterly plans using Aha & Jira, prioritizing backlogs based on user feedback & business goals. Orchestrated Agile ceremonies as Product Owner & Scrum Master (sprint planning, stand-ups, reviews, retros) for team alignment & transparency.