Senior Google CCAIP Engineer - IVR & CCaaS Expert

Miratech; Calgary; On-site; CAD 90,000 - 140,000; Full time

Benefits offered by this job

Remote work culture

Health insurance

Relocation program

Career growth opportunities

Global collaboration

Job summary

Miratech is seeking a Senior Google CCAIP Engineer to design, configure, and validate customer contact center solutions on Google’s CCAI platform in production environments. You will implement DTMF IVR menus, routing, and multilingual prompts while ensuring tests pass and configurations remain well-documented.

You will collaborate with CRM integrations and enterprise stakeholders, deliver clear technical specs, and maintain traceability from requirements to platform changes.

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.
• Experience 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 prepare clear technical documentation, including call flow diagrams and configuration records.

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.

Skills

IVR configuration

Call flows

Google Cloud CCAIP

CRM integration

Dialogflow CX

APIs / Webhooks / SDKs

English proficiency

Tools

APIs / Webhooks / SDKs

Job description

Miratech is seeking a Senior Google CCAIP Engineer to design, configure, and validate customer contact center solutions on Google’s CCAI platform in production environments. You will implement DTMF IVR menus, routing, and multilingual prompts while ensuring tests pass and configurations remain well-documented.

You will collaborate with CRM integrations and enterprise stakeholders, deliver clear technical specs, and maintain traceability from requirements to platform changes.