Senior CCaaS Engineer (Google CCAIP)
Core
Build and configure client voice contact centers on Google Cloud Contact Center AI Platform (CCAIP), including DTMF IVR menus, call flows, and routing logic.
Role type
Senior IC CCaaS Engineer (Voice/IVR)
Builds
Production IVR menus, call flows, and routing configurations for client contact centers
Domain
Cloud Contact Center AI (CCaaS)
Required skills
DTMF IVR build, queue hierarchy configuration, routing rules, CRM integration, CCAIP APIs/SDKs, structured testing, technical documentation
Preferred skills
Conversational AI (Dialogflow/Agent Studio), multilingual IVR, regulated industry experience, other CCaaS platforms (Genesys/Amazon/NICE/Five9)
Technologies
Google Cloud Contact Center AI Platform (CCAIP), Dialogflow, Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, HubSpot, Web SDK v3, Manager API, Apps API
Responsibilities
Build DTMF IVR menu trees and call flows per specification; Configure global and queue-level IVR messaging and routing rules; Integrate with CRM systems and virtual agents; Execute comprehensive testing and defect fixes; Produce configuration documentation and runbooks
Seniority
Senior, hands-on IC
