Title: Principal CCaaS & Conversational AI Architect
Location: Phoenix, AZ - onsite
"CCaaS-Five9-GCP-Senior Eng (AWS Connect/ Google Five9/)"
"Candidate must have Deep knowledge of Google CCAI, AWS Connect or Five9 data ecosystem
• Design and implement scalable CCaaS and IVA solutions leveraging Google Cloud and Google CX
(Dialogflow CX), including conversational IVR design, NLU/NLP modeling, intent and flow
orchestration, webhook integrations, speech-to-text/text-to-speech, and seamless integration with
Five9 and enterprise systems.
• Architect secure, resilient cloud infrastructure on GCP 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.
• Architect, implement, and optimize Five9 CCaaS solutions, including ACD, skills-based routing,
dialer, omnichannel capabilities, and campaign management, ensuring scalable, secure, and
compliant contact center operations.
• Lead integrations and migrations leveraging Five9 APIs and telephony capabilities, including
CRM/CTI integrations, webhooks, SIP/WebRTC, security configuration (RBAC, PCI/HIPAA), and
transition from legacy contact center platforms to Five9.
• Experience with Agile development, Continuous Integration, and Continuous Delivery, including
working knowledge of various tools in the CI/CD pipeline. DevOps and Observability.
• Experience with automated release management using GitHub Actions.
• Experience in Architecture design and modeling should possess strong skills in designing and
modeling complex systems and architecture.
• Good understanding of data structures, algorithms, and design patterns
• Great written communication and documentation abilities
• Strong understanding of cloud security architecture and Encryption and OAuth.
• Looks proactively beyond the obvious for continuous improvement opportunities.
• Leadership and communication: lead teams and collaborate with stakeholders, so strong leadership and communication skills are essential.
• Excellent communication skills, with the ability to influence at all levels across functions, from both technical and non-technical perspectives alike"
"Exceptional communication and stakeholder management skills, with the ability to collaborate
with cross-functional teams, including developers, business analysts, and quality assurance