Senior CCAIP Engineer

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

📋 Description

• Design and set up DTMF IVR menu structures within the Google CCAI Platform, encompassing menu hierarchies, keypad mappings, prompt sequences, and navigation logic.

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

• Execute call flows and routing configurations, detailing queue assignments, fallback rules, overflow management, callbacks, and both warm and cold transfers.

• Configure integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components based on approved technical specifications.

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

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

• Ensure traceability between approved requirements and platform configurations is maintained.

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

• Adhere to established change management and release procedures.

• Work collaboratively with customer stakeholders to refine requirements and ensure 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 production settings.

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

• Comprehensive knowledge of DTMF IVR configuration, including menu hierarchies, keypad mapping, prompt sequencing, invalid-input management, and timeouts.

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

• Expertise in developing custom integrations using platform APIs, webhooks, or SDKs.

• Experience integrating conversational AI with 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.

• Capable of accurately implementing approved business and technical specifications while identifying and escalating ambiguities or conflicting requirements.

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

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

• Experience working directly with customer technical and business stakeholders.

• Proficient in English, both written and spoken.

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

• Familiarity with additional CCaaS platforms, including Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9 (preferred).

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

• Experience providing multilingual contact center solutions, particularly in English/French environments (preferred).

🏝️ Benefits

• A comprehensive compensation and benefits package, including health insurance.

• A relocation program.

• Flexibility for remote work / A Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities available.

• Collaborate on impactful projects for prominent global clients.

• An inclusive and supportive work environment that encourages open communication.

• Regular team-building social events within the company.

• Commitment to sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.