Senior CCAIP Engineer

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

📋 Description

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

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

• Execute the implementation of call flows and routing configurations, encompassing queue assignments, fallback rules, overflow management, callbacks, and both warm and cold transfers.

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

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

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

• Ensure traceability between approved requirements and platform configurations.

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

• Adhere to established change management and release protocols.

• Collaborate with customer stakeholders to elucidate requirements and ensure 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.

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

• Deep understanding of DTMF IVR configuration, including menu hierarchies, keypad mapping, prompt sequencing, invalid-input handling, and timeouts.

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

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

• Background in implementing conversational AI integrations with Dialogflow CX, conversational agents, or Agent Studio.

• Experience 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 ambiguities or conflicting requirements.

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

• Proficient in producing clear technical documentation, which includes call flow diagrams and configuration records.

• Experience working directly with both customer technical and business stakeholders.

• Strong command of the English language, both written and spoken.

• Familiarity with telephony protocols and technologies, including SIP, SIPREC, call recording, or quality management integrations.

• Experience with additional CCaaS platforms, such as Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9.

• Proven experience delivering contact center solutions in regulated environments that require strict audit and change management protocols.

• Experience in providing multilingual contact center solutions, including English/French environments.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and investment in talent programs.

• Opportunities for internal mobility.

• Internship opportunities.

• An inclusive and supportive work environment.

• Regular company social events for team building.

• Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.