Senior CCAIP Engineer

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

📋 Description

• Construct and set up DTMF IVR menu frameworks within the Google CCAI Platform, encompassing menu hierarchies, keypad mappings, prompt sequences, and navigation logic.

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

• Establish call flows and routing configurations, such as queue assignments, fallback rules, overflow management, callbacks, and both warm and cold transfers.

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

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

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

• Ensure traceability between approved requirements and platform configurations.

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

• Adhere to established change management and release protocols.

• Collaborate 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 in production settings.

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

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

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

• Ability to develop custom integrations utilizing platform APIs, webhooks, or SDKs.

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

• Proficiency in working with enterprise CRM or service management integrations, including Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, or HubSpot.

• Capability to accurately implement approved business and technical specifications and identify and escalate any ambiguities or conflicting requirements.

• Background in preparing and executing structured test cases, supporting UAT, and resolving configuration defects.

• Competence in creating 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 verbal.

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

• Experience with additional 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, including 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 opportunities available.

• Collaboration on significant projects for leading global clients.

• Inclusive and supportive workplace environment.

• Open lines of communication.

• Regular team-building social events within the company.

• Commitment to equal opportunity employment.