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Über
The role is for a CCaaS Google Data Engineer with 8+ years of experience, focusing on designing, implementing, and optimizing scalable CCaaS and IVA solutions leveraging Google Cloud and conversational AI. The position involves architecting secure cloud infrastructure, managing data pipelines, and integrating AI/ML solutions within enterprise customer experience platforms.
Key Responsibilities: Design and implement scalable CCaaS and IVA solutions using Cloud and enterprise conversational AI, including IVR design, NLU/NLP modeling, intent and flow orchestration, webhook integrations, and speech-to-text/text-to-speech. Architect secure, resilient Google Cloud infrastructure utilizing services like GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery, implementing IAM, VPC design, encryption, multi-region high availability, and Infrastructure as Code (Terraform). 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. Lead integrations and migrations leveraging CCaaS APIs and telephony capabilities, such as CRM/CTI integrations, webhooks, SIP/WebRTC, security configuration, and transitioning from legacy to cloud-based contact center platforms. Design, develop, and maintain data pipelines, models, and datasets for CCaaS data platforms, ensuring data quality, reliability, security, and compliance. Build and integrate AI/ML solutions (e.g., Xgboost, SARIMA, Prophet, prompt engineering, and TensorFlow) into production systems. Understand model lifecycle including evaluations, hyperparameters, tuning, and ongoing monitoring, model governance, bias mitigation, and explainability. Collaborate with cross-functional teams and stakeholders, demonstrating strong leadership and communication skills. Required Skills:
8+ years of commercial software development experience using Java and/or Python. Experience with CCaaS and IVA solutions, conversational IVR design, NLU/NLP modeling, intent and flow orchestration, webhook integrations, and speech-to-text/text-to-speech. Proficiency in Google Cloud services (GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, BigQuery) and Infrastructure as Code (Terraform). Expertise in ACD, skills-based routing, dialer, omnichannel capabilities, and campaign management for contact centers. Experience with CCaaS APIs, CRM/CTI integrations, webhooks, SIP/WebRTC, security configuration, and contact center platform migrations. Strong skills in designing and modeling complex data systems and architectures, including data pipelines, models, and datasets. Experience with AI/ML solutions like Xgboost, SARIMA, Prophet, prompt engineering, and TensorFlow. Understanding of model lifecycle, evaluations, hyperparameters, tuning, monitoring, governance, bias mitigation, and explainability. Experience with Agile development, CI/CD, DevOps, and Observability. Hands-on experience with Kafka, Relational, and/or NoSQL databases. Strong understanding of data structures, algorithms, and design patterns. Excellent communication and stakeholder management skills. Qualifications:
8+ years of commercial software development experience. Preferred Skills:
Proactive approach to continuous improvement. Ability to influence at all levels across functions, both technical and non-technical. Experience with contact center migration to CCaaS and building data solutions surrounding the migration. Experience leading cross-functional teams to define product vision, roadmap, and quarterly plans using tools like Aha & Jira. Experience orchestrating Agile ceremonies as a Product Owner.
Sprachkenntnisse
- English
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