CCaaS (GCP CES) Lead Engineer (FULLTIME - Remote) at Teksystems Global Services LLC

, District of Columbia, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Mar, 26

Salary

199700.0

Posted On

13 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Google CCaaS, Conversational AI, IVR Routing, UJET, Dialogflow, API Development, Middleware, Call Flows, Voice Prompts, Routing Strategies, Performance Monitoring, Troubleshooting, Cisco IVR, Genesys Cloud, Telephony Protocols, CCAIP SDK

Industry

IT Services and IT Consulting

Description

Description 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 looking for a CCaaS Lead Engineer to join our team. A practitioner who accelerates outcomes, affects positive change, and moves business forward. Here’s what the opportunity supported through our TEKsystems Global Services (TGS) Talent Acquisition Team requires: Key Responsibilities Have understanding and knowledge of the Google CCaaS environment Able to define scalable and modular frameworks for conversational AI and IVR routing logic Build and configure UJET/Google CCaaS Agents, intents, and fulfillment logic Develop custom scripts, API, and middleware to connect Dialogflow/Google CCaaS with different IVR systems (CISCO, Genesys, etc) Implement call flows, voice prompts, and routing strategies within CCaaS platforms Implement campaigns using CcaaS channels, Voice, 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 Qualifications Experience: 7+ years of experience with Contact or similar Contact Center systems. Expert-level experience with CCaaS and Contact Center. Education: Bachelor's Degree or equivalent experience in a related field. Strong analytical abilities, excellent communication skills, and a customer-focused attitude. Preferred Qualifications Proven experience with Cisco IVR (CVP, UCCE, or similar) and Google Dialogflow (CX or ES). Familiarity with Agent Adapters Familiarity with Agen Desktop integrations into UI Strong understanding of CCaaS platforms (e.g., Genesys Cloud, Five9, NICE CXone, etc.). Familiarity with the use of CCAIP SDK (web and mobile) Familiarity with telephony protocols (SIP, RTP) and call flow design. Nice To Have Google Cloud Professional Machine Learning Engineer Google Cloud Professional Data Engineer Job Type & Location This is a Permanent position based out of Washington D.C., DC. Pay and Benefits The pay range for this position is $133100.00 - $199700.00/yr. We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification. Additional earnings may be available through incentive programs like annual bonuses, profit sharing, etc. Our full-time, internal employment benefits include the following: • 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 Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Dec 27, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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Responsibilities

The CCaaS Lead Engineer will define scalable frameworks for conversational AI and IVR routing logic, build and configure CCaaS agents, and implement call flows and routing strategies. They will also monitor performance and optimize user experience.