Senior Google CCAIP Engineer configuring IVR, routing, and CRM integrations on Google CCAI Platform. Supporting testing, UAT, documentation, and change management for global enterprise clients.
About the role
- Senior Google CCAIP Engineer building and testing Google CCAI Platform contact center solutions for Miratech’s global enterprise clients. Configuring IVR, routing, CRM integrations, and 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
- 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
- Comprehensive compensation and benefits package, including 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
- Equal opportunity employment
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Senior Google CCAIP Engineer configuring and testing Google CCAI contact center solutions. Implementing IVR, routing, CRM integrations, and technical documentation for global enterprise clients.
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