Senior CCAIP Engineer

🕒 Outubro 23

🌐 Estados Unidos, Canadá – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇨🇦 Canadá – Remoto

⏰ Tempo Integral

🟠 Sênior

👷🏻‍♀️ Engenheiro

👻 Score fantasma 25%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

Candidatar-se

Encontrar Vagas Remotas Similares

Miratech

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 1989

🤝 B2B

💼 Consultoria

☁️ SaaS

💰 Private Equity Round em 2022-04

B2B • Consulting • SaaS

A Miratech ajuda visionários a mudar o mundo. Somos uma empresa global de serviços de TI e consultoria que reúne inovação corporativa global e inovação de start-ups. Atualmente, apoiamos a transformação digital das maiores empresas do planeta. Ao estabelecer parcerias com grandes e pequenos players, nos mantemos na vanguarda da tecnologia, permanecendo ágeis mesmo sendo um líder global, e criamos tecnologia que ajuda nossos clientes a aumentar ainda mais seus negócios. Nossa cultura de Desempenho Implacável permite que mais de 99% dos compromissos da Miratech sejam bem-sucedidos ao atender ou exceder os objetivos de escopo, cronograma e/ou orçamento desde nossa fundação em 1989. Para mais informações sobre a Miratech, visite www.miratechgroup.com

Descrição

• 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 • Prepare technical documentation, call flow diagrams, and operational runbooks • Follow established change management and release procedures • Collaborate with customer stakeholders to clarify requirements and ensure accurate implementation

🎯 Requisitos

• 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 ambiguities 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, 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

🏖️ Benefícios

• Health insurance • Relocation program • Remote work flexibility • Professional development opportunities • Certification programs • Mentorship and talent investment programs • Internal mobility opportunities • Internship opportunities • Impactful projects for top global clients • Inclusive and supportive work environment • Open communication • Regular team-building company social events • Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo