Senior CCAIP Engineer

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

📋 Description

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

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

• Develop and implement call flows and routing configurations, covering queue assignments, fallback rules, overflow management, callbacks, as well as 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 address 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 procedures.

• Work in collaboration 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 environments.

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

• Strong knowledge of DTMF IVR configuration, including menu hierarchies, keypad mapping, prompt sequencing, handling invalid inputs, and managing timeouts.

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

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

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

• Familiarity with enterprise CRM or service management integrations, such as Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, or HubSpot.

• Capable of accurately implementing 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 produce clear technical documentation, including call flow diagrams and configuration records.

• Proven experience in direct collaboration with customer technical and business stakeholders.

• Proficient in English, both written and verbal.

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

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

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

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

🏝️ Benefits

• Comprehensive compensation and benefits package, inclusive of health insurance.

• Relocation assistance program.

• Flexibility for remote work through a Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities available.

• Collaboration on impactful projects for leading global clients.

• An inclusive and supportive work environment that promotes open communication.

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