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CCaaS Data Engineer
HCLTech
- Charlotte, North Carolina, United States
- Charlotte, North Carolina, United States
Über
Position Type Full‑time
Location Charlotte, NC – Onsite
Key Skills Required
GCP
CI/CD
Maven
Jenkins
Git (GitHub, GitLab, BitBucket, SVN)
SQL
RDBMS
Java
Kafka
Responsibilities
4+ years of commercial software development experience.
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, implementing IAM, VPC design, encryption, multi‑region high availability, and Infrastructure as Code (Terraform) to support enterprise‑grade customer experience platforms.
Implement and optimise CCaaS solutions, including ACD (Automatic Call Distribution), skills‑based routing, dialer, omnichannel capabilities, and campaign management, ensuring scalable, secure, and compliant contact centre 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 centre platforms to cloud‑based solutions.
Design, develop, and maintain data pipelines, models, and 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 of the model lifecycle, including evaluations, hyperparameter tuning, ongoing monitoring, model governance, bias mitigation, and explainability.
Experience with Agile development, CI/CD, DevOps, and observability.
Hands‑on experience with Kafka, relational databases, and/or NoSQL databases.
Understanding of data structures, algorithms, and design patterns.
Proactively identifies continuous improvement opportunities beyond the obvious.
Experience Level Experience 4+ Years
Good To Have Technology Good knowledge with understanding of model lifecycle, good understanding of data structures, algorithms and design patterns.
Pay and Benefits Pay Range Minimum: $69,000 per year
Pay Range Maximum: $177,000 per year
Equal Opportunity Employment HCLTech is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status or any other protected classification, in accordance with federal, state and/or local law. Should any applicant have concerns about discrimination in the hiring process they should provide a detailed report of those concerns to secure@hcltech.com for investigation.
Compensation and Benefits A candidate’s pay within the range will depend on their work location, skills, experience, education and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.
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Sprachkenntnisse
- English
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