• 4+ years of commercial software development experience.
• Proficient in developing and hosting solutions using Java and Python on cloud platforms, preferably Google Cloud Platform.
• 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, and speech-to-text/text-to-speech.
• Develop secure, resilient cloud infrastructure on major cloud service providers using services such as GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery, while 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.
• 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.
• Experience with Agile development, continuous integration, continuous delivery, DevOps, and observability, including working knowledge of tools used in the CI/CD pipeline such as Maven, Salt, Git, and Jenkins.
• Experience designing and developing APIs, services, and microservices-based architecture using frameworks such as Spring Boot or Vert.x.
• Hands-on experience with Kafka, relational databases, and/or NoSQL databases.
• Understanding of data structures, algorithms, design patterns, web technologies such as HTTP and Apache, and familiarity with Unix/Linux.
• Understanding of cloud security architecture, encryption, and OAuth.
• Proactively identifies continuous improvement opportunities beyond the obvious.
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