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, encompassing menu structures, keypad configurations, prompt sequences, and navigation logic.

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

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

• Establish integrations with CRM systems, virtual agents, Agent Assist, and agent desktop functionalities in line with approved technical specifications.

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

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

• Ensure traceability between sanctioned requirements and platform setups.

• Compile 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 constructing and configuring IVR solutions and call flows on cloud contact center or CCaaS platforms within production settings.

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

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

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

• Capable of developing custom integrations using platform APIs, webhooks, or SDKs.

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

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

• Competent in implementing approved business and technical specifications precisely while identifying and escalating ambiguities or conflicting requirements.

• Proficient 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.

• Experience in direct collaboration with customer technical and business stakeholders.

• Strong command of English, both written and spoken.

• 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 in regulated settings with strict audit and change management requirements.

• Proven experience 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.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility options.

• Internship opportunities available.

• Engaging projects for leading global clients.

• An inclusive and supportive work environment.

• Open channels of communication.

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