Senior CCAIP Engineer

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

📋 Description

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

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

• Implement call flows and routing configurations, including assignments to queues, fallback rules, overflow management, callbacks, as well as warm and cold transfers.

• Set up integrations with CRM systems, virtual agents, Agent Assist, and components for agent desktops in accordance with approved technical specifications.

• Develop and execute test cases that cover 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.

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

• Adhere to established change management and release processes.

• 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 within production settings.

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

• Strong comprehension 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.

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

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

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

• Ability 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.

• Experience working directly with customer technical and business stakeholders.

• Proficient in English, both written and verbal.

• Knowledge of telephony protocols and technologies, such as SIP, SIPREC, call recording, or quality management integrations.

• Familiarity with additional CCaaS platforms like Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9.

• Experience in delivering contact center solutions within regulated environments that have strict audit and change management requirements.

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

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on meaningful projects for leading global clients.

• An inclusive and supportive work environment.

• Open lines of communication.

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