Senior CCAIP Engineer

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Design and set up DTMF IVR menu frameworks within the Google CCAI Platform, which includes creating menu hierarchies, keypad mappings, prompt sequences, and navigation logic.

• Configure IVR messaging alongside multilingual prompts, covering greetings, language selection, handling invalid inputs, recording consent, after-hours messages, and overcapacity alerts.

• Execute call flows and routing setups, including queue assignments, fallback protocols, overflow management, callbacks, as well as warm and cold transfers.

• Set up integrations with CRM platforms, virtual agents, Agent Assist, and agent desktop components following approved technical specifications.

• Develop and implement test cases that encompass IVR menu paths, routing scenarios, transfers, timeouts, and edge cases.

• Assist in customer user acceptance testing (UAT) and address configuration defects.

• Ensure traceability between approved requirements and platform configurations.

• Create technical documentation, call flow diagrams, and operational runbooks.

• Adhere to established change management and release processes.

• Collaborate with customer stakeholders to clarify requirements and guarantee precise implementation.

⛳️ Requirements

• Over 5 years of experience in building and configuring IVR solutions and call flows on cloud contact center or CCaaS platforms within production settings.

• At least 2 years of practical experience with the Google Cloud Contact Center AI Platform (CCAIP).

• In-depth knowledge of DTMF IVR configuration, including menu hierarchies, keypad mapping, prompt sequencing, handling invalid inputs, and managing timeouts.

• Experience in configuring queues, routing protocols, fallback mechanisms, overflow management, callbacks, and call transfers.

• Proficiency in developing custom integrations utilizing platform APIs, webhooks, or SDKs.

• Experience with implementing conversational AI integrations using Dialogflow CX, Conversational Agents, or Agent Studio.

• Skills in collaborating with enterprise CRM or service management integrations such as Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, or HubSpot.

• Capability to accurately implement approved business and technical specifications while identifying and escalating ambiguities or conflicting requirements.

• Experience in preparing and executing structured test cases, supporting UAT, and addressing configuration defects.

• Proficient in creating clear technical documentation, including call flow diagrams and configuration records.

• Experience working directly with technical and business stakeholders of the customer.

• Strong command of English, both written and spoken.

• Familiarity with telephony protocols and technologies such as SIP, SIPREC, call recording, or quality management integrations (preferred).

• Experience with other CCaaS platforms like Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9 (preferred).

• Experience delivering contact center solutions in regulated environments with stringent audit and change management standards (preferred).

• Proven experience in delivering multilingual contact center solutions, including English/French environments (preferred).

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Relocation assistance program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship programs available.

• Collaboration on impactful projects for leading global clients.

• An inclusive and supportive workplace environment.

• Regular team-building and social events across the company.