Senior Google CCAIP Engineer

Location: Remote in the US or Canada

Company

hirify.global is a global IT services and consulting company delivering digital transformation and contact center solutions for enterprise and startup clients.

What you will do

• Build and configure DTMF IVR menus in Google Contact Center AI Platform, including menu hierarchies, keypad mappings, prompt sequences, navigation logic, and multilingual messaging.
• Implement call flows and routing configurations covering queues, fallback rules, overflow handling, callbacks, timeouts, and warm and cold transfers.
• Configure integrations with CRM systems, virtual agents, Agent Assist, and agent desktop components according to approved specifications.
• Develop and execute test cases for IVR paths, routing scenarios, transfers, and edge cases; support customer UAT and resolve configuration defects.
• Maintain requirements-to-configuration traceability and prepare technical documentation, call flow diagrams, configuration records, and operational runbooks.
• Follow change management and release procedures while working with customer technical and business stakeholders to clarify requirements.

Requirements

• 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.
• Experience developing custom integrations using platform APIs, webhooks, or SDKs.
• Experience implementing conversational AI integrations with Dialogflow CX, Conversational Agents, or Agent Studio.
• Experience with enterprise CRM or service management integrations, such as Salesforce, ServiceNow, Microsoft Dynamics, Zendesk, or HubSpot.
• Ability to accurately implement approved business and technical specifications, identify ambiguities or conflicting requirements, prepare and execute structured test cases, support UAT, and resolve 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 written and spoken English.

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.

Culture & Benefits

• Remote work culture with work-from-anywhere flexibility within the stated US and Canada location scope.
• Competitive compensation and benefits, including health insurance and a relocation program.
• Professional development through certification programs, mentorship, talent investment, internal mobility, and internship opportunities.
• Global, multicultural, and inclusive working environment with open communication and regular team-building events.
• Work on impactful projects for global clients within a values-driven organization focused on sustainable business practices.