Senior Google CCAIP Engineer

Miratech; Toronto; Remote; CAD 120,000 - 170,000; Full time

Benefits offered by this job

Remote work

Growth opportunities

Global impact

Competitive compensation

Culture of performance

Job summary

Miratech is seeking a Senior Google CCAIP Engineer to design, configure, and test customer contact center solutions on Google's CCAI Platform. You will implement DTMF IVR menus, call flows, and routing while ensuring production readiness and clear documentation.

The role requires 5+ years of IVR experience on CCaaS, 2+ years with Google CCAIP, and strong CRM integration skills. Remote work options are available with global client projects.

Qualifications

• 5+ years building IVR solutions on CCaaS platforms in production.
• 2+ years hands-on experience with Google Cloud CCAIP.
• Strong understanding of DTMF IVR configuration and timeouts.
• Experience with queues, routing, fallbacks, and transfers.
• Experience integrating with CRM or service platforms via APIs.

Responsibilities

• Build and configure DTMF IVR menus, prompts, and navigation logic in Google CCAI.
• Configure multilingual greetings, timeouts, and after-hours messages.
• Implement call routing, queue assignments, and transfer rules.
• Integrate with CRM systems and agent desktop components.
• Develop and execute test cases for IVR paths and UAT support.
• Prepare runbooks and technical documentation for configurations.
• Collaborate with stakeholders to clarify requirements and ensure accurate implementation.

Skills

IVR design & configuration

DTMF & call flows

CCaaS platforms

Google Cloud CCAIP

Dialogflow CX / Agent Studio

CRM integrations

UAT testing

Technical documentation

Stakeholder collaboration

English proficiency

Tools

Google Cloud CCAIP

Dialogflow CX

Salesforce

ServiceNow

HubSpot

Job description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start‑up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-drivenorganizationand our culture of Relentless Performance has enabled over 99% ofMiratech'sengagements to succeed by meeting or exceeding our scope, schedule, and/or budgetobjectivessince ourinceptionin 1989.
Miratech has coverage across 5 continents andoperatesin over 25 countries around the world. Miratech retainsnearly 1000full‑time professionals, and our annual growth rate exceeds 25%.

Job Description

We are looking for a Senior Google CCAIP Engineerto build, configure, and test customer contact center solutions on Google's Contact Center AI (CCAI) Platform. The role focuses on implementing approved business and technical specifications, including DTMF IVR menus, call flows, queue configurations, and routing logic. The ideal candidate has hands‑on experience configuring cloud contact center platforms in production environments and can ensure accurate implementation, thorough testing, and clear technical documentation.

Responsibilities

Build and configure DTMF IVR menu structures in Google CCAI Platform, including menu hierarchies, keypad mappings, prompt sequences, and navigation logic.

Configure IVR messaging and multilingual prompts, including greetings, language selection, invalid‑input handling, recording consent, after‑hours messages, and overcapacity notifications.

Implement call flows and routing configurations, including queue assignments, fallback rules, overflow handling, callbacks, and warm and cold transfers.

Configure integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components according to approved technical specifications.

Develop and execute test cases covering IVR menu paths, routing scenarios, transfers, timeouts, and edge cases; support customer user acceptance testing (UAT) and resolve configuration defects.

Maintain traceability between approved requirements and platform configurations, and prepare technical documentation, call flow diagrams, and operational runbooks.

Follow established change management and release procedures while collaborating with customer stakeholders to clarify requirements and ensure accurate implementation.

Qualifications

5+ years of experience building and configuring IVR solutions and call flows on cloud contact center or CCaaS platforms in production environments.

2+ years of hands‑on experience with Google Cloud Contact Center AI Platform (CCAIP)

Strong understanding of DTMF IVR configuration, including menu hierarchies, keypad mapping, prompt sequencing, invalid‑input handling, and timeouts.

Experience configuring queues, routing rules, fallback mechanisms, overflow handling, callbacks, and call transfers.

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

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

Skills in working with enterprise CRM or service management integrations, such as Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, or HubSpot.

Ability to implement approved business and technical specifications accurately and identify and escalat ambiguous or conflicting requirements.

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

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

Experience working directly with customer technical and business stakeholders.

Good command of English, both written and spoken.

Nice to Have

Knowledge of 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.

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

Experience delivering multilingual contact center solutions, including English/French environments.

Additional Information

We offer:

• Culture of Relentless Performance:join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits:enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture:make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact:collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment:be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team‑building company social events.
• Social Sustainability Values:join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

*Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

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