Google / CCaaS Data Engineer

Role:                   Google / CCaaS Data Engineer
Location:             Sunrise, FL (Onsite)
Type:                   Full-time role with TCS (TATA Consultancy Services)

Job Description

·       8+ years of commercial software development experience using Java and/or Python.

·       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.

·       Architect 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.

·       Architect, 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 leading 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 explain ability.

·       Experience with Agile development, CI/CD, DevOps and Observability.

·       Hands on experience with Kafka, Relational, and/or NoSQL databases.

·       Experience in Data Architecture design and modeling should possess strong skills in designing and modeling complex systems and architectures.

·       Understanding of data structures, algorithms, and design patterns

·       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.

Thanks & Regards