Senior CCAIP Engineer

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Develop and set up DTMF IVR menu frameworks 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 configurations, featuring queue assignments, fallback rules, overflow management, callbacks, and both warm and cold transfers.

• Establish 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 address any configuration defects.

• Ensure traceability between approved requirements and platform configurations is maintained.

• Prepare 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 within production environments.

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

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

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

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

• Experience in implementing conversational AI integrations with 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 produce clear technical documentation, including call flow diagrams and configuration records.

• Experience in direct collaboration with customer technical and business stakeholders.

• Proficient in English, both written and spoken.

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

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

• Background in delivering contact center solutions in regulated environments with strict audit and change management requirements.

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

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility options.

• Internship opportunities.

• Engaging projects for leading global clients.

• An inclusive and supportive work environment.

• Open channels of communication.

• Regular team-building social events.

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