GCP CcaaS Lead Engineer (FULLTIME REMOTE)

About the position As an organization, TEKsystems Global Services (TGS) provides a continuum of services ranging from Engagement Management to full functional Outsourcing, including Offshore Centers in Canada and India. Our model enables us to engage customers beyond staffing when they request greater ownership, capabilities, or methodology, while enhancing client/consultant support. We partner with progressive leaders to create opportunity, accelerate business transformation, and help build the enterprises of tomorrow. We work with 80% of the Fortune 500 to address their technology, strategy, and talent needs. We innovate so industries stay ahead of what’s next. As a full-stack technology and talent services provider, we partner with our customers across the globe to own change. Join us. At TEKsystems Global Services, we live in the tech world. We’re out in front of the trends and tools that shape industry and create fresh opportunities. All-in, fully engaged, high-energy partnership is how we approach everything – our commitments and our people. Our people are at the center, fueling our high-performance and inclusive culture. We’re doers, looking for doers who do the right thing. Roll up your sleeves, thought-leaders, focused on creating the possible. Team champions who declare success only when everyone achieves their ambitions. Sound like the career experience you’ve been searching for? We’re looking for a CcaaS Lead Engineer to join our team. A practitioner who accelerates outcomes, affects positive change, and moves business forward. Let’s partner. Together, we can accomplish amazing things. Here’s what the opportunity supported through our TEKsystems Global Services (TGS) Talent Acquisition Team requires:

Responsibilities

• Understand and work within the Google CcaaS environment
• Define scalable, modular frameworks for conversational AI and IVR routing logic
• Build and configure UJET/Google CcaaS agents, intents, and fulfillment logic
• Develop custom scripts, APIs, and middleware to connect Dialogflow/Google CcaaS with various IVR systems (Cisco, Genesys, etc.)
• Implement call flows, voice prompts, and routing strategies within CcaaS platforms
• Implement campaigns using CcaaS channels, including voice and SMS
• Conduct end-to-end testing of voice interactions and call routing
• Monitor performance and continuously optimize latency, accuracy, and user experience
• Troubleshoot and resolve integration issues across platforms

Requirements

• Education: Bachelor's Degree or equivalent experience in a related field.
• Experience: 7+ years of experience with inContact or similar contact center systems.
• Skills: Strong analytical skills, excellent communication abilities, and a customer-focused mindset.
• Expert-level experience with CCaaS and Contact Center.
• Tech Savvy: Ability to quickly learn and adapt to new technologies.
• Problem Solver: Strong problem-solving skills and the ability to think critically.
• Team Player: Collaborative attitude and the ability to work well with cross-functional teams.
• Customer Focused: Dedicated to providing excellent customer service and improving customer satisfaction

Nice-to-haves

• Proven experience with Cisco IVR (CVP, UCCE, or similar) and Google Dialogflow (CX or ES).
• Familiarity with Agent Adapters.
• Familiarity with Agent Desktop integrations into the UI.
• Strong understanding of CCaaS platforms (e.g., Genesys Cloud, Five9, NICE CXone).
• Familiarity with the CCAIP SDK (web and mobile).
• Familiarity with telephony protocols (SIP, RTP) and call flow design.
• Google Cloud Professional Machine Learning Engineer
• Google Cloud Professional Data Engineer

Benefits

• Medical, Dental, and Vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life and AD&D for employee and dependents)
• Short and Long-Term Disability
• Health Spending Account (HSA)
• Transportation Benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave

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