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Miratech

Senior CCAIP Engineer

Miratech

. Build and configure DTMF IVR menu structures in Google CCAI Platform, including menu hierarchies, keypad mappings, prompt sequences, and navigation logic .

Posted 10/27/2026full-timeRemote • CanadaSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in building and configuring DTMF IVR solutions on Google Cloud Contact Center AI Platform, with a strong focus on call flow implementation, multilingual support, and integration with CRM systems. Proficient in preparing technical documentation and executing structured test cases while collaborating effectively with stakeholders.

Highest-signal resume keywords
Google Cloud Contact Center AI Platform (CCAIP)DTMF IVR ConfigurationCall Flow ImplementationCRM IntegrationsConversational AI Integrations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
IVR Solutions ConfigurationCall Routing RulesTest Case DevelopmentTelephony ProtocolsSIP TechnologiesFallback MechanismsCustom IntegrationsMultilingual IVR SupportConfiguration Defect ResolutionChange Management Procedures
Soft Skills
Stakeholder CollaborationClear CommunicationProblem-Solving
Tools & Technologies
SalesforceServiceNowMicrosoft DynamicsZendeskHubSpotDialogflow CXAgent StudioGenesys Cloud CXAmazon ConnectNICE CXone
Industry Keywords
CCaaS PlatformsContact Center SolutionsRegulated EnvironmentsUser Acceptance Testing (UAT)Operational Runbooks

Tech Stack

Tools & technologies
CloudServiceNow

About the role

Key responsibilities & impact
  • 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

What you’ll need
  • 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

Comp & perks
  • Comprehensive compensation and benefits package, including 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
  • Regular team-building company social events