Data Engineer

Job Description

CCAS Data Engineer

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Work Type: Charlotte, NC OR Sunrise, FL location.

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This is a W2 role open for US Citizens, GC or TN Visa only.

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About the Role

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Over 4+ years of professional experience in software development across commercial environment

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Responsibilities

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• Over 4 years of professional experience in software development across commercial environments.

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• Design and implement scalable Contact Center as a Service (CCaaS) and Intelligent Virtual Assistant (IVA) solutions using leading cloud and enterprise conversational AI platforms, including conversational IVR design, NLU/NLP modeling, intent orchestration, flow design, webhook integrations, and speech technologies (STT/TTS).

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• Build secure and resilient cloud infrastructure on major cloud platforms, leveraging services such as GKE, Cloud Run, Cloud Functions, Pub/Sub, Apigee, and BigQuery. Implement IAM policies, VPC architecture, encryption strategies, multi-region high availability, and Infrastructure as Code (Terraform) for enterprise-grade customer experience systems.

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• Configure, implement, and optimize CCaaS solutions, including Automatic Call Distribution (ACD), skills-based routing, outbound dialers, omnichannel capabilities, and campaign management to ensure scalable, secure, and compliant contact center operations.

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• Lead integrations and migrations using CCaaS APIs and telephony technologies, including CRM/CTI integrations, webhooks, SIP/WebRTC, security configurations, and modernization from legacy contact center systems to cloud-based platforms.

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• Design, build, and maintain robust data pipelines, data models, and datasets supporting CCaaS data platforms, ensuring high standards for data quality, reliability, security, and compliance.

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• Develop and deploy AI/ML solutions into production using techniques and tools such as XGBoost, SARIMA, Prophet, TensorFlow, and prompt engineering.

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• Strong understanding of the ML lifecycle, including model evaluation, hyperparameter tuning, monitoring, governance, bias mitigation, and explainability.

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• Experienced in Agile methodologies, CI/CD pipelines, DevOps practices, and observability frameworks.

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• Hands-on experience with Kafka, as well as relational and NoSQL database systems.

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• Solid foundation in data structures, algorithms, and software design patterns.

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• Proactively identify and drive continuous improvement opportunities beyond immediate requirements.

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Required Skills

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• Expertise in CCaaS, CTI, and CRM platforms, along with IVA and IVR solutions

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• Strong programming experience in Java with proficiency in Microservices architecture and SpringBoot

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• Hands-on experience with Kafka for event-driven systems

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• Knowledge of AI/ML techniques, including SARIMA and Prophet

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• Experience with release management tools such as Maven and Git

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Additional Competencies

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Solid understanding of the machine learning life cycleStrong foundation in data structures, algorithms, and software design patterns.