Information Technology_USA - USA_Engineer

Real Soft•Jacksonville, FL

5d•Onsite

About The Position

This role involves developing secure, resilient cloud infrastructure on major cloud services providers using services such as GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery. It includes implementing IAM, VPC design, encryption, multi-region high availability, and Infrastructure as Code (Terraform) to support enterprise-grade customer experience platforms. The position also requires implementing and optimizing CCaaS solutions, including ACD, skills-based routing, dialer, omnichannel capabilities, and campaign management. Experience in integrations and migrations leveraging CCaaS APIs and telephony capabilities, such as CRM/CTI integrations, webhooks, SIP/WebRTC, and security configuration, is essential. The role includes designing, developing, and maintaining data pipelines/models/datasets for CCaaS data platforms, ensuring data quality, reliability, security, and compliance. Additionally, it involves building and integrating AI/ML solutions like Xgboost, SARIMA, Prophet, prompt engineering, and TensorFlow into production systems, with an understanding of the model lifecycle, governance, bias mitigation, and explainability. Experience with Agile development, CI/CD, DevOps, and Observability is required, along with hands-on experience with Kafka, Relational, and/or NoSQL databases. A strong understanding of data structures, algorithms, and design patterns is necessary, as is a proactive approach to identifying continuous improvement opportunities.

Requirements

4+ years of commercial software development experience.
Experience with GKE, Cloud Run, Cloud Functions, Pub-Sub, Apigee, Big Query, Terraform, RDBMS, No SQL, Maven, GIT, Jenkins, CI/CD, Big data, Scala, Spark, Hive SQL, GCP, Google cloud storage and Big Query, ETL, Data Modeling Python, AI/ML, Tensorflow, LLM, GenAI.
Experience implementing IAM, VPC design, encryption, multi-region high availability, and Infrastructure as Code (Terraform).
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 building and integrating AI/ML solutions such as Xgboost, SARIMA, Prophet, prompt engineering and TensorFlow into production systems.
Understanding of model lifecycle including evaluations, hyperparameters, tuning, and ongoing monitoring, model governance, bias mitigation, and explainability.
Experience with Agile development, CI/CD, DevOps and Observability.
Hands on experience with Kafka, Relational, and/or NoSQL databases.
Understanding of data structures, algorithms, and design patterns.
Experience with conversational IVR design, NLU/NLP modeling, intent and flow orchestration, webhook integrations, speech-to-text/text-to-speech.

Nice To Haves

Looks proactively beyond the obvious for continuous improvement opportunities.

Responsibilities

Develop secure, resilient cloud infrastructure on major cloud services provider 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/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.
Understand model lifecycle including evaluations, hyperparameters, tuning, and ongoing monitoring, model governance, bias mitigation, and explainability.
Utilize Agile development, CI/CD, DevOps and Observability practices.
Work with Kafka, Relational, and/or NoSQL databases.
Apply understanding of data structures, algorithms, and design patterns.
Proactively look beyond the obvious for continuous improvement opportunities.
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, speech-to-text/text-to-speech.