Amazon Jobs in Ottawa, ON

Job Description

We are looking for a Senior Google CCAIP Engineer to build, configure, and test customer contact center solutions on Google's Contact Center AI (CCAI) Platform. The role focuses on implementing approved business and technical specifications, including DTMF IVR menus, call flows, queue configurations, and routing logic. The ideal candidate has hands-on experience configuring cloud contact center platforms in production environments and can ensure accurate implementation, thorough testing, and clear technical documentation.

Responsibilities

• 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, and prepare technical documentation, call flow diagrams, and operational runbooks.

• Follow established change management and release procedures while collaborating with customer stakeholders to clarify requirements and ensure accurate implementation.

Qualifications

• 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.

Nice to Have

• 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.

Additional Information

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.