Senior Google CCAIP Engineer - IVR & CCaaS Expert

Miratech

Ottawa

Remote

CAD 120,000 - 180,000

Full time

8 days ago

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Benefits offered by this job

Health insurance

Relocation program

Remote work

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, multilingual prompts, and routing logic in production environments, with strong emphasis on documentation and validation.

The role requires hands-on CCaaS experience, API integrations with CRMs, and collaboration with customer stakeholders.

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 escalate 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.
Knowledge of telephony protocols and technologies (Nice to have)
Experience with CCaaS platforms such as Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9 (Nice to Have).
Experience delivering multilingual contact center solutions including English/French environments (Nice to Have).

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.