Senior CCaaS Engineer – Google CCAI Expert (Remote)

Miratech Group; United States; Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Relentless culture

Competitive pay

Remote work

Growth opportunities

Global impact

Multicultural environment

Sustainability values

Job summary

Miratech Group is seeking a Senior CCaaS Developer to design, configure, and test customer contact center solutions on Google’s CCAI platform. You will implement DTMF IVR menus, multilingual prompts, and complex call flows, while ensuring quality through thorough testing and documentation.

The role emphasizes building production-ready configurations, integrating with CRM systems, and collaborating with customer stakeholders to deliver scalable CCaaS solutions.

Qualifications

• 5+ years of experience building and configuring IVR solutions and call flows on cloud CCaaS platforms in production environments.
• Hands-on practical experience with Google Cloud Contact Center AI Platform (CCAIP).
• Strong understanding of DTMF IVR configuration including menus, mappings, prompts, and timeouts.
• Experience configuring queues, routing rules, fallbacks, overflow, callbacks and transfers.
• Experience developing integrations using platform APIs, webhooks, or SDKs.
• Experience implementing conversational AI with Dialogflow CX, Conversational Agents, or Agent Studio.
• Experience working with enterprise CRM integrations (Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, HubSpot).
• Ability to implement approved technical specs accurately and document changes clearly.
• Experience preparing structured test cases, supporting UAT, and resolving defects.
• Ability to create clear technical documentation including call flows and configuration records.

Responsibilities

• Build and configure DTMF IVR menu structures in Google CCAI, including hierarchies, keypad mappings, prompts, and navigation logic.
• Configure multilingual IVR messaging and prompts, including greetings and language selection.
• Implement call flows and routing configurations, including queue assignments, fallbacks, overflow and transfers.
• Configure integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components.
• Develop and execute test cases covering IVR paths, routing, transfers, timeouts, and edge cases; support UAT and defect resolution.
• Maintain traceability between requirements and configurations; prepare runbooks and diagrams.
• Follow change management and release procedures while coordinating with stakeholders.

Skills

IVR configuration

CCaaS platforms

Google Cloud CCAI

Call routing

APIs & webhooks

Dialogflow CX

CRM integrations

English proficiency

Tools

Google Cloud CCAI

Dialogflow CX

Job description

Miratech Group is seeking a Senior CCaaS Developer to design, configure, and test customer contact center solutions on Google’s CCAI platform. You will implement DTMF IVR menus, multilingual prompts, and complex call flows, while ensuring quality through thorough testing and documentation.

The role emphasizes building production-ready configurations, integrating with CRM systems, and collaborating with customer stakeholders to deliver scalable CCaaS solutions.