Senior CCAIP Engineer

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

📋 Description

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

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

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

• Set up integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components in line with approved technical specifications.

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

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

• Ensure traceability between approved requirements and the configurations on the platform.

• Generate 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

• A minimum of 5 years of experience in constructing 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).

• A solid understanding of DTMF IVR configuration, including menu hierarchies, keypad mapping, prompt sequencing, handling invalid inputs, and timeouts.

• Experience in setting up queues, routing rules, fallback systems, overflow management, callbacks, and call transfers.

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

• Familiarity 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 any ambiguities or conflicting requirements.

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

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

• Direct experience working with customer technical and business stakeholders.

• Proficient command of English, both written and spoken.

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

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

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

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

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and investment in talent programs.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on significant projects for leading global clients.

• An inclusive and supportive work environment.

• Regular company social events for team building.