CCaaS Data Engineer -Need Only W2 Candidates

Mega Cloud Lab•Charlotte, NC

2d•Hybrid

About The Position

We are seeking a CCaaS Data Engineer with a strong background in commercial software development and a focus on designing and implementing scalable CCaaS and IVA solutions. The role involves 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. You will develop secure, resilient cloud infrastructure on major cloud service providers and implement/optimize CCaaS solutions. This position also requires designing, developing, and maintaining data pipelines, models, and datasets to support CCaaS data platforms, and building/integrating AI/ML solutions into production systems. A deep understanding of the model lifecycle, Agile development, CI/CD, DevOps, and data structures is essential.

Requirements

4+ years of commercial software development experience.
Experience with CCaaS/CTI/CRM, IVA, IVR.
Experience with Java, Microservices, Springboot.
Experience with Kafka.
Experience with AI/ML (Sarima/Prophet).
Experience with Release Management (Maven/Git).
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.

Nice To Haves

Experience designing and implementing 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.
Experience developing 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.
Experience implementing and optimizing 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 designing, developing, and maintaining data pipelines, models, and datasets to support CCaaS data platforms while ensuring data quality, reliability, security, and compliance.
Proactively identifies continuous improvement opportunities beyond the obvious.

Responsibilities

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 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.
Integrate and migrate 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.
Design, develop, and maintain data pipelines, models, and datasets to support CCaaS data platforms while ensuring data quality, reliability, security, and compliance.
Build and integrate AI/ML solutions such as XGBoost, SARIMA, Prophet, prompt engineering, and TensorFlow into production systems.
Manage the model lifecycle, including evaluations, hyperparameter tuning, ongoing monitoring, model governance, bias mitigation, and explainability.
Utilize Agile development, CI/CD, DevOps, and observability practices.
Work with Kafka, relational databases, and/or NoSQL databases.
Identify continuous improvement opportunities beyond the obvious.