Senior Google CCAIP Engineer — Remote CCaaS Expert

Miratech; Edmonton; Remote; CAD 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Relocation program

Remote-friendly culture

Growth opportunities

Job summary

Miratech seeks a Senior Google CCAIP Engineer to build, configure, and test customer contact center solutions on Google’s CCAIP platform, implementing DTMF IVR menus, call flows, queue configurations, and routing logic for multilingual prompts in production environments.

You will verify configurations, write technical documentation, support UAT, and maintain traceability from requirements to platform configurations while adhering to change-management procedures.

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

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 and testing

CCaaS platforms experience

Google Cloud Platform (CCAIP)

Test case development

UAT support

Technical documentation

Stakeholder communication

English proficiency

Tools

Google Cloud Platform

Dialogflow CX

Agent Studio

CRM integrations

Job description

Miratech seeks a Senior Google CCAIP Engineer to build, configure, and test customer contact center solutions on Google’s CCAIP platform, implementing DTMF IVR menus, call flows, queue configurations, and routing logic for multilingual prompts in production environments.

You will verify configurations, write technical documentation, support UAT, and maintain traceability from requirements to platform configurations while adhering to change-management procedures.