Job ID: 1923
Role Overview
TestingXperts is seeking a highly skilled Senior Contact Center Voice Engineer to join our dynamic team. This role is critical for driving innovation within our contact center technology stack, specifically focusing on Google Cloud Platform (GCP) and Dialogflow integrations. As a senior engineer, you will be responsible for designing, developing, and maintaining sophisticated voice and chatbot solutions that enhance customer engagement and operational efficiency. This position is a hybrid role requiring day-one onsite presence at one of our key locations in Cleveland, OH, Columbus, OH, Pittsburgh, PA, or Amherst, NY.
Key Responsibilities
- Lead the design and implementation of enterprise-scale voice bot and chatbot solutions using Google Dialogflow CX/ES.
- Architect and manage GCP services including Cloud Functions, Pub/Sub, and Cloud Storage to support contact center workflows.
- Develop and integrate complex microservices and APIs to connect voice platforms with backend systems and third-party services.
- Collaborate with cross-functional teams to ensure seamless integration of Contact Center as a Service (CCaaS) technologies.
- Optimize CI/CD pipelines using Docker and Kubernetes to ensure rapid and reliable deployment of cloud-native applications.
- Provide technical leadership and mentorship to junior engineers, fostering a culture of excellence and continuous learning.
- Analyze system performance and troubleshoot complex issues within the voice infrastructure to maintain high availability.
- Work closely with stakeholders in the finance industry to deliver tailored solutions that meet strict regulatory and security requirements.
Technical Requirements
- Extensive experience with Google Dialogflow (CX preferred) and conversational AI design.
- Proven track record in GCP cloud architecture and service management.
- Strong proficiency in full-stack development with a focus on Node.js, Python, or Java for API creation.
- Deep understanding of VoIP protocols, SIP, and traditional telephony integration.
- Hands-on experience with containerization (Docker) and orchestration (Kubernetes).
- Familiarity with Agile methodologies and enterprise-scale software deployments.
Professional Qualifications
The ideal candidate will possess a Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field. You should have at least 8 years of experience in contact center engineering with a significant focus on cloud-based voice technologies. Excellent communication skills are essential, as you will be required to translate complex technical concepts for non-technical stakeholders. Experience in the financial services domain is highly preferred, given the nature of our current projects. We are looking for a proactive problem-solver who can navigate the challenges of a fast-paced, evolving technological landscape while maintaining a focus on quality and security.
Special Requirements
Hybrid – Day one onsite. C2C. Finance industry experience preferred.
Compensation & Location
Salary: $165,000 – $215,000 per year (Estimated)
Location: Columbus, OH
Recruiter / Company – Contact Information
Recruiter / Employer: TestingXperts
Email: rajiv.kumar@testingxperts.com
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