CCaaS-Five9-GCP-Senior Engineer

This is a contract on-site role for a Senior Engineer based in Phoenix, AZ.

About the role

The Senior Engineer will design, implement, and optimize software solutions with a focus on CCaaS (Contact Center as a Service), Five9, and Google Cloud Platform (GCP). The candidate will collaborate closely with internal teams and clients to architect solutions, automate infrastructure, manage cloud services, and integrate Five9 applications for seamless operations. Additional responsibilities include analyzing operational needs, performance tuning, and ensuring compliance with best practices and security standards.

Responsibilities

• 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.
• Analyze operational needs and performance-tune systems to ensure compliance with best practices and security standards.
• Implement Agile development, Continuous Integration, and Continuous Delivery, including automated release management using GitHub Actions.
• Design and model complex systems and architectures with a strong understanding of data structures, algorithms, and design patterns.
• Proactively identify opportunities for continuous improvement beyond obvious solutions.
• Lead teams and collaborate with stakeholders, demonstrating strong leadership and communication skills.

Requirements

• 8+ years of commercial software development experience.
• Experience with DevOps and Observability.
• Strong understanding of cloud security architecture, encryption, and OAuth.
• Excellent written communication and documentation abilities.
• Ability to influence at all levels across functions, from both technical and non-technical perspectives.