Role: CCaaS IVA Solution Architect
Location : Charlotte, NC (Onsite)
8+ years of commercial software development experience.
Design and implement scalable CCaaS and IVA solutions leveraging leading cloud and enterprise conversational AI/customer service platforms, including conversational IVR design, NLU/NLP modeling, intent and flow orchestration, webhook integrations, and speech-to-text/text-to-speech capabilities.
Develop secure and resilient cloud infrastructure on Google Cloud Platform using services such as GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery. Experience with IAM, VPC design, encryption, multi-region high availability, and Infrastructure as Code (Terraform) to support enterprise-grade customer experience platforms.
Key Responsibilities
Implement and optimize CCaaS solutions, including ACD (Automatic Call Distribution), skills-based routing, dialers, omnichannel capabilities, and campaign management while ensuring scalable, secure, and compliant contact center operations.
Lead integrations and migrations leveraging CCaaS APIs and telephony capabilities, including CRM/CTI integrations, webhooks, SIP/WebRTC, security configurations, and migration from legacy contact center platforms to cloud-based solutions.
Design, develop, and maintain data pipelines, models, and datasets supporting CCaaS data platforms while ensuring data quality, reliability, security, and compliance.
Skill Requirements
Experience building and integrating AI/ML solutions such as XGBoost, SARIMA, Prophet, TensorFlow, and prompt-engineering-based applications into production environments.
Strong understanding of the ML model lifecycle, including evaluation, hyperparameter tuning, monitoring, governance, bias mitigation, and explain ability.
Experience with Agile development methodologies, CI/CD, DevOps, and observability practices.
Hands-on experience with Kafka, relational databases, and/or NoSQL databases.
Strong understanding of data structures, algorithms, and design patterns, with a proactive mindset toward continuous improvement.
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