Senior CCAIP Engineer

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

📋 Description

• Construct and set up DTMF IVR menu architectures on the Google CCAI Platform, encompassing menu hierarchies, keypad mappings, prompt sequences, and navigation logic.

• Configure IVR messaging and multilingual prompts, which include greetings, language selection, handling invalid inputs, recording consent, after-hours messages, and notifications for overcapacity.

• Execute call flows and routing configurations, which involve queue assignments, fallback rules, overflow handling, callbacks, and both warm and cold transfers.

• Establish integrations with CRM systems, virtual agents, Agent Assist, and agent desktop elements as per approved technical specifications.

• Create 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.

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

• Adhere to established change management and release protocols.

• 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 in live production settings.

• At least 2 years of hands-on experience with Google Cloud Contact Center AI Platform (CCAIP).

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

• Proficient in configuring queues, routing rules, fallback mechanisms, overflow handling, callbacks, and call transfers.

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

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

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

• Capability to implement approved business and technical specifications with accuracy and to identify and escalate any ambiguities or conflicting requirements.

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

• Ability to produce clear technical documentation, including call flow diagrams and configuration records.

• Experience collaborating directly with customer technical and business stakeholders.

• Proficient command of English, both in written and spoken form.

• Knowledgeable in telephony protocols and technologies, including SIP, SIPREC, call recording, or quality management integrations.

• Familiarity with additional CCaaS platforms, such as Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9.

• Experience delivering contact center solutions in regulated environments with stringent audit and change management requirements.

• Experience in providing multilingual contact center solutions, including English/French environments.

🏝️ Benefits

• Health insurance

• Relocation program

• Remote work flexibility

• Professional development opportunities

• Certification programs

• Mentorship and talent investment initiatives

• Opportunities for internal mobility

• Internship opportunities

• Collaboration on impactful projects for leading global clients

• Inclusive and supportive workplace environment

• Open communication culture

• Regular team-building social events

• Equal opportunity employment