Engineer II - Senior CCaaS Solutions Architect

Job Description

Engineer II – Senior CCaaS Solutions Architect

We are seeking a Senior Solutions Architect to lead the design, implementation, and modernization of enterprise contact center and customer experience platforms.

Key Responsibilities

• Architect scalable CCaaS and IVA solutions.
• Design secure cloud-native architectures on GCP.
• Lead migration and integration projects involving CRM, CTI, and telephony systems.
• Define architecture standards, governance, and best practices.
• Drive platform modernization and enterprise transformation initiatives.
• Collaborate with executive stakeholders and technical teams.

Required Qualifications

• 8+ years of software development and solution architecture experience.
• Expertise in Java, Python, APIs, Kafka, and Microservices architecture.
• Strong experience with CCaaS platforms and enterprise customer service technologies.
• Experience with GCP, cloud security, IAM, OAuth, encryption, and Terraform.
• Strong understanding of DevOps, CI/CD, Observability, and system reliability.
• Excellent leadership, communication, and stakeholder management skills.

Preferred Qualifications

• Experience leading enterprise-scale contact center transformations.
• Knowledge of Conversational AI, Generative AI, and customer engagement platforms.