Senior CCAIP Engineer

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

📋 Description

• Design and set up DTMF IVR menu frameworks within the Google CCAI Platform, which encompasses menu structures, keypad configurations, prompt sequences, and navigation logic.

• Set up IVR messaging and multilingual prompts, including 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 protocols, 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 as per approved technical guidelines.

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

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

• Ensure traceability between approved requirements and platform configurations.

• Generate 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 within production settings.

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

• In-depth knowledge of DTMF IVR configuration, including menu hierarchies, keypad mapping, prompt sequencing, handling invalid inputs, and managing timeouts.

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

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

• Experience with 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 implement approved business and technical specifications accurately, along with identifying and escalating any ambiguities or conflicting requirements.

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

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

• Experience engaging directly with customer technical and business stakeholders.

• Proficient command of English, both written and oral.

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

• Experience with other CCaaS platforms such as Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9 (desirable).

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

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

🏝️ Benefits

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

• Relocation support program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs available.

• Mentorship and investment in talent programs.

• Internal mobility opportunities.

• Internship opportunities available.

• Inclusive and supportive workplace environment.

• Regular team-building company social events.