Senior CCAIP Engineer

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Design and set up DTMF IVR menu structures 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 of invalid inputs, recording consent, after-hours messages, and notifications for overcapacity.

• Implement call flows and routing setups, which consist of 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 address IVR menu paths, routing scenarios, transfers, timeouts, and edge cases.

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

• Ensure traceability between approved requirements and platform configurations.

• Produce 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 in production settings.

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

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

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

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

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

• Expertise 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.

• Experience 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.

• Proven experience working directly with customer technical and business stakeholders.

• Proficient 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 within regulated environments that demand strict audit and change management practices.

• Experience in delivering multilingual contact center solutions, particularly in English/French environments.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities.

• Engagement in projects for top global clients.

• An inclusive and supportive work environment.

• Regular team-building social events within the company.