Senior CCaaS Engineer (Google CCAIP)
Core
Build, configure, and test customer contact center solutions on Google's Contact Center AI (CCAI) Platform, implementing IVR menus, call flows, and routing logic.
Role type
Senior IC CCaaS Engineer (Google CCAIP)
Builds
Production IVR menus, call flows, routing configurations, and CRM integrations for enterprise clients
Domain
Cloud Contact Center (CCaaS) / Telephony
Required skills
Google CCAI Platform configuration, DTMF IVR design, Call flow logic, Routing rules, CRM integration, API/Webhook development, Conversational AI (Dialogflow CX), UAT execution, Technical documentation
Preferred skills
Telephony protocols (SIP, SIPREC), Additional CCaaS platforms (Genesys, Amazon Connect, NICE CXone), Regulated environment experience, Multilingual solution delivery
Technologies
Google Cloud Contact Center AI, Dialogflow CX, Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, HubSpot, Webhooks, SDKs
Responsibilities
Configure DTMF IVR menu structures and hierarchies; Implement call flows, routing, callbacks, and transfers; Develop custom integrations with CRM and virtual agents; Execute test cases and support UAT; Prepare technical documentation and call flow diagrams; Collaborate with stakeholders to clarify requirements.
Seniority
Senior, hands-on IC
