Senior CCAIP Engineer

🔥 1 hour ago

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

👷🏻‍♀️ Engineer

👻 Ghost score 25%

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🤝 B2B

💼 Consulting

☁️ SaaS

💰 Private Equity Round on 2022-04

B2B • Consulting • SaaS

Miratech is a global IT services and consulting company dedicated to helping visionaries change the world. Specializing in outsourcing, software development, and professional services, Miratech supports digital transformation for some of the largest enterprises worldwide. By combining enterprise and start-up innovation, Miratech remains at the forefront of technology while maintaining agility and a culture of relentless performance that has led to high engagement success since its founding in 1989.

📋 Description

• 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

🎯 Requirements

• 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 (nice to have) • Experience with additional CCaaS platforms, such as Genesys Cloud CX, Amazon Connect, NICE CXone, or Five9 (nice to have) • Experience delivering contact center solutions in regulated environments with strict audit and change management requirements (nice to have) • Experience delivering multilingual contact center solutions, including English/French environments (nice to have)

🏖️ Benefits

• Health insurance • Relocation program • Remote work flexibility / Work From Anywhere Culture • Professional development opportunities • Certification programs • Mentorship and talent investment programs • Internal mobility opportunities • Internship opportunities • Collaboration on 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