Job Specifications
Title: GCP DevOps Engineer - AI Contact Center & UDP
Location: Issaquah, WA (3Days Onsite and 2 Days remote)
W2 Contract
Position Summary
We are seeking a dedicated GCP DevOps Engineer to drive the automation, resilience, and secure infrastructure deployment for our AI Contact Center and Unified Data Platform (UDP). This role will focus on creating robust CI/CD pipelines, automating infrastructure-as-Code (IaC), and ensuring a scalable, immutable, and fully auditable environment for all GCP resources.
Direct experience automating the deployment and configuration management of Google Contact Center AI (CCAI) or Customer Engagement Suite (CES) components (e.g., Dialogflow CX).
Key Responsibilities
Infrastructure Automation & CI/CD
Infrastructure-as-Code (IaC): Develop, maintain, and secure all GCP infrastructure (VPC, IAM, BigQuery datasets, Pub/Sub topics, Cloud Functions, GKE/Cloud Run services) using Terraform or similar IaC tools.
CI/CD Pipeline Development: Design and implement robust, fully automated CI/CD pipelines (e.g., using Cloud Build, Jenkins, or GitLab) for deploying Google CES configurations (Dialogflow code, bot logic), custom integration services, and UDP data pipelines.
Deployment Strategy: Implement blue/green or canary deployment strategies to minimize downtime and ensure reliable rollouts of new contact center features and AI model updates.
Data Platform (UDP) Automation & Reliability
Data Pipeline Automation: Collaborate with Data Engineers to automate the provisioning and deployment of high-volume, real-time data ingestion pipelines (using Pub/Sub, Dataflow, and BigQuery) that power the UDP.
Configuration Management: Automate the configuration and maintenance of cloud resources that support call routing, call setup, and channel integration logic to ensure consistency across environments.
Scalability Management: Implement auto-scaling solutions for core contact center backend services and data processing components to handle peak call volumes and sudden spikes in data ingestion.
Security & Governance
Policy-as-Code: Implement and enforce security policies and best practices (e.g., least-privilege IAM, network restrictions) using tools like Forseti or native GCP Policy Constraints.
Artifact Management: Establish and manage artifact repositories (e.g., Artifact Registry) for all code, container images, and deployment artifacts.
Monitoring & Observability: Integrate pipeline deployments with monitoring and observability tools, ensuring automated logging and alerting for failure points within Verint WFM integration and Salesforce channel integration components.
Google CES & CCAI - Deployment & Configuration
Deploy and configure Google CES and CCAI components (Dialogflow CX, Agent Assist, CCAI Insights).
Build and manage conversational flows, intents, entities, and virtual agents.
Set up integrations with telephony systems and contact center platforms.
Google CES & CCAI - System Integration
Integrate CCAI with CRMs (Salesforce, ServiceNow, Zendesk).
Configure data pipelines using Pub/Sub, Cloud Functions, BigQuery, and Cloud Storage.
Support telephony routing, IVR flows, and cloud contact center integrations.
Google CES & CCAI -Operations & Management
Monitor system performance, availability, and error logs.
Manage production workloads, releases, and platform updates.
Troubleshoot CCAI/CES issues and ensure stable operations.
Required Skills and Experience
12+ years of experience in a DevOps or SRE role, with a strong focus on Google Cloud Platform (GCP).
Expert-level proficiency with Terraform or similar IaC tools for managing complex GCP environments.
Deep practical experience designing and implementing CI/CD pipelines (e.g., Cloud Build, Jenkins).
Solid experience containerizing applications and managing orchestration platforms (e.g., Cloud Run or GKE).
Strong scripting skills in Python or Go for automation tasks and custom integration services.
Familiarity with the challenges and requirements of deploying software in a highly-regulated environment like a Contact Center, including real-time systems like call routing.