CCaaS Five9 GCP Senior Eng

Tata Consultancy Services; Phoenix (AZ); On-site; USD 100,000 - 180,000; Full time

Benefits offered by this job

Discretionary annual incentive

Comprehensive medical coverage

Family and parental leaves

401K plan

Training reimbursement

Paid time off

Job summary

Tata Consultancy Services in the United States is seeking a Senior CCaaS/IVR Architect to design and implement scalable cloud-based contact center solutions. You will leverage Google CCAI, Dialogflow CX, Five9, and AWS Connect data ecosystems to deliver secure, compliant, and highly available platforms.

You will lead migrations, integrations, and architecture efforts across GCP services (GKE, Cloud Run, BigQuery) and CI/CD tooling, with emphasis on security, audit readiness, and cross-functional

Qualifications

• Candidate must have deep knowledge of Google CCAI, AWS Connect or Five9 data ecosystem.
• Design and implement scalable CCaaS and IVA solutions using Google Cloud and Google CX (Dialogflow CX).
• Architect secure, resilient cloud infrastructure on GCP with IAM, VPC, encryption, multi-region HA, IaC (Terraform).
• Architect and optimize Five9 CCaaS: ACD, routing, dialer, omnichannel, campaigns.
• Lead integrations and migrations via Five9 APIs, CRM/CTI, webhooks, SIP/WebRTC, RBAC, PCI/HIPAA compliance.
• CI/CD with GitHub Actions; DevOps and Observability.
• Strong data structures, algorithms and design pattern understanding.
• Excellent written communication and documentation skills.
• Proactive in continuous improvement and stakeholder leadership.

Responsibilities

• Excellent communication and stakeholder management to drive project success.
• Lead teams and collaborate with developers, business analysts, and QA.
• Design, implement and optimize CCaaS and IVR solutions across platforms.

Skills

Google CCAI

AWS Connect

Five9 data ecosystem

GCP Cloud

Conversational IVR

NLU/NLP modeling

Architecture design

Security architecture

Leadership

Communication

Tools

GitHub Actions

Terraform

GKE

Cloud Run

BigQuery

Apigee

Pub/Sub

SIP/WebRTC

Job description

• Candidate 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.
  
  

Job Description

Role - CCaaS Five9 GCP Senior Eng

Experience Required -8+ Years

Must Have Technical/Functional Skills

• Candidate 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
  
  

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 $180,000 Per Annum

TCS Employee Benefits Summary

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical &am p; 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.