CCaaS-Five9-GCP-Senior Engineer

Tata Consultancy Services; Phoenix (AZ); On-site; USD 120,000 - 150,000; Full time

Job summary

Tata Consultancy Services is seeking a Senior Engineer for a CCaaS-Five9-GCP position based in Phoenix, Arizona. The role demands deep experience with Google CCAI, AWS Connect, and Five9, focusing on designing and implementing scalable solutions for customer experience. The ideal candidate will lead integrations using Five9 APIs and cloud architecture approaches, while also possessing strong communication and leadership skills. Salary is competitive, ranging from $120,000 to $150,000 annually.

Qualifications

• Deep knowledge of Google CCAI, AWS Connect, or Five9 data ecosystem is essential.
• Experience designing and implementing scalable CCaaS and IVA solutions is required.
• Proficiency in architecting secure cloud infrastructure on GCP is needed.

Responsibilities

• Design and implement customer experience solutions leveraging Google Cloud.
• Lead integrations and migrations leveraging Five9 APIs.
• Manage cross-functional teams for product vision and project delivery.

Skills

Deep knowledge of Google CCAI

AWS Connect

Five9 data ecosystem

Conversational IVR design

NLP modeling

Webhook integrations

Infrastructure as Code (Terraform)

Agile development

Continuous Integration

CRM/CTI integrations

Cloud security architecture

Communication skills

Leadership skills

Job description

Job Description

CCaaS-Five9-GCP-Senior Engineer (AWS Connect/ GoogleFive9/)

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
• 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 migrationLed 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

Salary Range

$120,000-$150,000 a year