Senior CCaaS Engineer (Google CCAIP)

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 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 SeniorCCaaS Developer to 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.

Practical 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 escal

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

Google Cloud certification or formal training in CCAI Platform.

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.