Senior CCaaS & IVR Cloud Engineer (Five9/GCP)

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

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