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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

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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 prompt configuration, 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 TechnologiesAPI DevelopmentWebhook IntegrationMultilingual Prompt ConfigurationChange Management ProceduresUser Acceptance Testing (UAT)
Soft Skills
Stakeholder CollaborationClear CommunicationProblem-Solving
Tools & Technologies
SalesforceServiceNowMicrosoft DynamicsZendeskHubSpotDialogflow CXAgent StudioGenesys Cloud CXAmazon ConnectNICE CXone
Industry Keywords
CCaaS PlatformsContact Center SolutionsRegulated EnvironmentsAudit RequirementsMultilingual Solutions

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
  • Health insurance
  • Relocation program
  • Remote work flexibility
  • Professional development opportunities
  • Certification programs
  • Mentorship and talent investment programs
  • Internal mobility opportunities
  • Internship opportunities
  • Collaboration on impactful projects for top global clients
  • Inclusive and supportive work environment
  • Open communication
  • Regular team-building company social events
  • Equal opportunity employment