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 assignments, prompt sequences, and navigation logic.

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

• Execute call flows and configure routing, including 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 features following approved technical specifications.

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

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

• Ensure traceability between approved requirements and platform setups.

• Generate technical documentation, call flow diagrams, and operational runbooks.

• Adhere to established change management and release protocols.

• Collaborate with customer stakeholders to clarify requirements and ensure precise implementation.

⛳️ Requirements

• Over 5 years of experience in creating 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, invalid-input management, and timeouts.

• Experience in setting up queues, routing rules, fallback strategies, 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 addressing configuration defects.

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

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

• Proficient in English, both written and spoken.

• Knowledge of telephony protocols and technologies, such as SIP, SIPREC, call recording, or quality management integrations (nice to have).

• Familiarity with additional CCaaS platforms, including Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9 (nice to have).

• Experience delivering contact center solutions in regulated environments with rigorous audit and change management requirements (nice to have).

• Experience providing multilingual contact center solutions, including English/French environments (nice to have).

🏝️ Benefits

• Health insurance

• Relocation program

• Remote work flexibility / Work From Anywhere Culture

• Professional development opportunities

• Certification programs

• Mentorship and talent investment programs

• Internal mobility opportunities

• Internship opportunities

• Collaboration on impactful projects for top global clients

• Inclusive and supportive work environment

• Open communication

• Regular team-building company social events