Senior CCAIP Engineer

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

📋 Description

• Design and set up DTMF IVR menu frameworks in 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, recording consent, after-hours messages, and notifications for overcapacity.

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

• Configure integrations with CRM systems, virtual agents, Agent Assist, and components of the agent desktop in accordance with approved technical specifications.

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

• Assist with customer user acceptance testing (UAT) and address configuration issues.

• Ensure traceability between approved requirements and platform configurations.

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

• Adhere to established change management and release protocols.

• Work collaboratively 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 production settings.

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

• Comprehensive understanding of DTMF IVR configuration, including menu structures, keypad mapping, prompt sequencing, handling invalid inputs, and timeouts.

• Proven experience in configuring queues, routing rules, fallback methods, overflow management, callbacks, and call transfers.

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

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

• Skills in working 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.

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

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

• Experience engaging directly with customer technical and business stakeholders.

• Proficient in English, both in writing and speaking.

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

• Experience with additional CCaaS platforms, such as 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, including English/French environments (preferred).

🏝️ Benefits

• Health insurance

• Relocation program

• Flexibility for remote work / Work From Anywhere Culture

• Opportunities for professional development

• Certification programs

• Mentorship and talent investment initiatives

• Internal mobility opportunities

• Internship opportunities

• Collaboration on impactful projects for leading global clients

• An inclusive and supportive work environment

• Open lines of communication

• Regular team-building social events

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