Senior CCAIP Engineer

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

📋 Description

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

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

• Execute call flows and routing configurations, encompassing queue assignments, fallback rules, overflow management, callbacks, as well as warm and cold transfers.

• Establish integrations with CRM systems, virtual agents, Agent Assist, and components of the agent desktop, adhering to approved technical specifications.

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

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

• Maintain a link 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 procedures.

• Collaborate with customer stakeholders to clarify requirements and ensure accurate 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 in production settings.

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

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

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

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

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

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

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

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

• Capability 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 written and verbal.

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

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

• Proven track record in delivering contact center solutions in regulated environments with stringent audit and change management demands.

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

🏝️ Benefits

• Comprehensive compensation and benefits package, which includes health insurance.

• Relocation program available.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Availability of internship opportunities.

• Engagement in impactful projects for leading global clients.

• Inclusive and supportive workplace environment.

• Regular team-building social events organized by the company.