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, which includes menu hierarchies, keypad configurations, prompt sequences, and navigation logic.

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

• Implement call flows and routing settings, which encompass queue assignments, fallback rules, overflow management, callbacks, as well as warm and cold transfers.

• Configure integrations with CRM systems, virtual agents, Agent Assist, and desktop components for agents in line with approved technical specifications.

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

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

• Work collaboratively with customer stakeholders to refine 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).

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

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

• Proficiency 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, including Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, or HubSpot.

• Ability to accurately implement 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 defects.

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

• Experience interacting directly with customer technical and business stakeholders.

• Proficient command of English, both written and verbal.

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

• Background in delivering multilingual contact center solutions, including English/French environments.

🏝️ Benefits

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

• Relocation assistance program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship openings.

• Collaboration on significant projects for top global clients.

• An inclusive and supportive work environment.

• Open channels of communication.

• Regular team-building and company social events.

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