Senior Project Engineer overseeing rolling stock delivery and railway system integration for AtkinsRéalis. Leading technical reviews, testing, compliance, and project risk management.
About the role
- Senior Google CCAIP Engineer configuring Google CCAI IVR, routing, and integrations. Supporting testing and UAT for Miratech’s global enterprise IT services clients.
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
- 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
Benefits
- 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
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Degree requirement
No Education Requirement
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