Senior CCAIP Engineer

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

📋 Description

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

• Set up IVR messaging and multilingual prompts, which include greetings, language selection, invalid-input management, recording consent, after-hours messages, and notifications for overcapacity.

• Implement call flows and routing configurations, addressing queue assignments, fallback rules, overflow management, callbacks, and both warm and cold transfers.

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

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

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

• Maintain traceability between approved requirements and platform configurations.

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

• Adhere to established change management and release processes.

• Work collaboratively with customer stakeholders to clarify 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 environments.

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

• In-depth knowledge of DTMF IVR configuration, inclusive of menu hierarchies, keypad mapping, prompt sequencing, invalid-input management, and 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 in implementing conversational AI integrations using Dialogflow CX, Conversational Agents, or Agent Studio.

• Skills in collaborating with enterprise CRM or service management integrations like 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 addressing configuration defects.

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

• Experience working closely with customer technical and business stakeholders.

• Proficient command of English, both in written and spoken forms.

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

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

• Experience in delivering contact center solutions within regulated environments that have stringent audit and change management requirements (desirable).

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

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship programs.

• Collaboration on impactful projects for leading global clients.

• An inclusive and supportive work environment.

• Open channels of communication.

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