CCaaS Engineer
Core
Design, build, configure, and maintain scalable CCaaS solutions on Amazon Connect and Google Cloud Contact Center AI (CCAI) for voice, chat, email, and messaging channels.
Role type
Senior hands-on CCaaS Engineer (Cloud Contact Center)
Builds
Intelligent customer experience solutions, virtual agents, chatbots, and agent assist capabilities across AWS and GCP ecosystems.
Domain
Cloud Contact Center Engineering (CCaaS), Generative AI in CX
Deliverable
production ML models | product features
Required skills
Amazon Connect configuration, Google CCAI (Dialogflow CX, Agent Assist, Insights), Python/Node.js/Java, AWS services (Lambda, DynamoDB, S3, Kinesis, API Gateway, CloudWatch), GCP services (Cloud Functions, Pub/Sub, BigQuery, Vertex AI), Terraform/CloudFormation/CDK, CI/CD pipelines, REST API integration, conversational AI design, migration planning, security compliance (PCI, PII, HIPAA)
Preferred skills
AWS/GCP certifications, 5+ years contact center engineering experience, Amazon Q in Connect, Google CCAIP, Vertex AI model fine-tuning, Salesforce Service Cloud Vo
Technologies
Amazon Connect, Google CCAI, Dialogflow CX, Amazon Lex, Amazon Bedrock, AWS Lambda, DynamoDB, S3, Kinesis, API Gateway, CloudWatch, CloudFormation, CDK, Terraform, Google Cloud Functions, Pub/Sub, BigQuery, Vertex AI, GitHub Actions, Jenkins
Responsibilities
Design and implement contact flows, IVR logic, and routing strategies; develop backend integrations and conversational AI features; execute legacy platform migrations; maintain IaC templates and CI/CD pipelines; monitor platform performance and troubleshoot production issues; document technical designs and runbooks.
Seniority
Senior, hands-on IC
