Contact Center Architect

CCaaS-Five9-Google Cloud Platform-Senior Eng (AWS Connect/ Google Five9/)"

"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 Google Cloud Platform 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."