Senior CCaaS Engineer (Google CCAIP)

Miratech

2d•Remote

About The Position

We are looking for a Senior CCaaS Engineer to build and configure a client's voice contact center on Google Cloud Contact Center AI Platform (CCAIP), part of Customer Engagement Suite with Google AI. You will build DTMF IVR menus and call flows from approved business and technical specifications, test them across every path, and document them so the client's team can maintain them. This is a hands-on build-and-configure role, working embedded with the client's technical lead and contact center program team. Precision is key: in a production contact center, every IVR change is immediately visible to callers.

Requirements

5+ years building and configuring IVR and call flows on a cloud CCaaS platform, with hands-on production delivery.
Hands-on experience with Google Cloud Contact Center AI Platform (CCAIP), also known as Google Cloud CCaaS, Customer Engagement Suite (CES), or UJET.
Strong command of DTMF IVR build: menu trees, keypad mapping, prompt sequencing, invalid-input and timeout handling.
Experience configuring queues, routing rules, overflow, after-hours handling, callbacks, and transfers in a production contact center.
Ability to work accurately from approved specifications and raise ambiguities early.
Structured testing skills covering all paths and edge cases, not just the happy path.
Clear written documentation, including call flow diagrams and configuration records.
Comfortable working directly with client technical and business stakeholders.
Fluent English.

Nice To Haves

Google Cloud certification, or formal CCAI Platform / Customer Engagement Suite enablement.
Experience with CCAIP APIs (Manager API, Apps API, Chat Platform API, webhooks), Web SDK v3 or mobile SDKs.
Conversational AI experience: Dialogflow CX, Conversational Agents or Agent Studio, including DTMF-to-virtual-agent handoff.
CRM connector configuration, particularly Salesforce, ServiceNow or Microsoft Dynamics.
Experience on another major CCaaS platform: Genesys Cloud CX, Amazon Connect, NICE CXone or Five9.
SIP and telephony fundamentals, SIPREC, call recording or quality management integration.
Experience in regulated industries (financial services, healthcare, government).
Bilingual English/French, or experience delivering multilingual IVR.

Responsibilities

Build DTMF IVR menu trees in CCAIP using the queue hierarchy (parent, child, and leaf queues), matching the approved specification for keypad mapping and menu depth.
Configure global and queue-level IVR messaging: language selection, greetings, menu readouts, invalid-selection and return-to-menu prompts, recording-permission, after-hours and overcapacity messages, using text-to-speech or recorded audio as appropriate.
Configure call flows and routing: routing rules, default-queue fallbacks, queue assignment, overflow and out-of-hours handling, callbacks, and warm and cold transfers.
Set up multilingual prompts and routing, and flag early where languages need professionally recorded audio.
Integrate with adjacent systems as specified: CRM connectors (Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, HubSpot), virtual agent handoff to Dialogflow or Agent Studio, Agent Assist, and agent desktop configuration.
Work with CCAIP APIs and SDKs where required (Manager API, Apps API, Chat Platform API and webhooks, Web SDK v3, mobile SDKs).
Build and run test cases covering every menu path, DTMF option, invalid entry, after-hours and overcapacity conditions, transfer and fallback; support UAT and fix defects.
Maintain traceability between each specification item and its configuration.
Produce configuration documentation, call flow diagrams, and runbooks the client's administrators can operate from.
Follow the client's change control, release windows, and production-promotion process.