CCaas Data Engineer

Tata Consultancy Services; Charlotte (NC); On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Discretionary annual incentive

Comprehensive medical coverage

401K plan

Job summary

Tata Consultancy Services in Charlotte, NC is seeking a CCaaS Data Engineer to design, build, and optimize scalable cloud-based contact center solutions. You will work on IVR design, NLU/NLP modeling, and integration with CRM/CTI systems.

Responsibilities include creating secure cloud infrastructure with Terraform, implementing data pipelines, and deploying AI/ML models into production. Strong collaboration with cross-functional teams is essential.

Qualifications

• 4+ years of commercial software development experience.
• Design and implement scalable CCaaS and IVA solutions.
• Develop secure, resilient cloud infrastructure using GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, BigQuery.
• Implement IAM, VPC, encryption, multi-region HA, and Terraform IaC.

Responsibilities

• Collaborate with cross-functional teams to deliver CCaaS data platforms.
• Build and optimize data pipelines and datasets for CCaaS.
• Integrate AI/ML models into production systems and monitor performance.
• Ensure security, reliability, and compliance of cloud-based contact center solutions.

Skills

CCaaS

IVR design

AI/ML concepts

CI/CD

DevOps

Kafka

Data pipelines

Cloud fundamentals

Tools

GKE

Cloud Run

Cloud Functions

Pub/Sub

Apigee

BigQuery

Terraform

SIP/WebRTC

CRM/CTI integrations

Webhooks

Job description

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.