Data Engineer

Job Title: CCAS Data EngineerWork Type: Charlotte, NC OR Sunrise, FL location.About the RoleOver 4+ years of professional experience in software development across commercial environments.ResponsibilitiesOver 4 years of professional experience in software development across commercial environments.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).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.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.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.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.Develop and deploy AI/ML solutions into production using techniques and tools such as XGBoost, SARIMA, Prophet, TensorFlow, and prompt engineering.Strong understanding of the ML lifecycle, including model evaluation, hyperparameter tuning, monitoring, governance, bias mitigation, and explainability.Experienced in Agile methodologies, CI/CD pipelines, DevOps practices, and observability frameworks.Hands-on experience with Kafka, as well as relational and NoSQL database systems.Solid foundation in data structures, algorithms, and software design patterns.Proactively identify and drive continuous improvement opportunities beyond immediate requirements.Required Skills:Expertise in CCaaS, CTI, and CRM platforms, along with IVA and IVR solutionsStrong programming experience in Java with proficiency in Microservices architecture and Spring BootHands-on experience with Kafka for event-driven systemsKnowledge of AI/ML techniques, including SARIMA and ProphetExperience with release management tools such as Maven and Git.Additional Competencies:Solid understanding of the machine learning lifecycleStrong foundation in data structures, algorithms, and software design patterns