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 includes menu hierarchies, keypad mappings, prompt sequences, and navigation logic.

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

• Develop call flows and routing configurations, including 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 in accordance with 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 any configuration defects.

• Ensure traceability between approved requirements and platform configurations.

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

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

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

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

• Expertise in developing custom integrations utilizing platform APIs, webhooks, or SDKs.

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

• Proficient in working 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 ambiguities or conflicting requirements.

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

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

• Experience collaborating directly with customer technical and business stakeholders.

• Strong command of English, both written and spoken.

• Familiarity with telephony protocols and technologies, such as SIP, SIPREC, call recording, or quality management integrations is a plus.

• Experience with other CCaaS platforms, including Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9 is advantageous.

• Background in delivering contact center solutions in regulated environments with stringent audit and change management requirements is a benefit.

• Experience in providing multilingual contact center solutions, particularly in English/French environments, is a bonus.

🏝️ Benefits

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

• Relocation program available.

• Flexible remote working options.

• Opportunities for professional development.

• Certification programs offered.

• Access to mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities available.

• Opportunities to work on impactful projects for leading global clients.

• Inclusive and supportive work environment.

• Regular team-building and company social events.