Senior Google CCAIP Engineer

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start‑up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business.

We are a values-drivenorganizationand our culture of Relentless Performance has enabled over 99% of Miratech'sengagements to succeed by meeting or exceeding our scope, schedule, and/or budgetobjectivessince ourinceptionin 1989.
Miratech has coverage across 5 continents andoperatesin over 25 countries around the world. Miratech retains nearly 1000full‑time professionals, and our annual growth rate exceeds 25%.

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.

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, Service Now, Microsoft Dynamics, Zendesk, or Hub Spot.

Ability to implement approved business and technical specifications accurately and identify and escalat ambiguous 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…