Job Title: CCAIP (IVR) Integration Developer Location: Toronto, ON (Hybrid) Job Type: Contract

Role Overview We are looking for a skilled CCAIP Integration and IVR Developer to architect, build, and maintain seamless integrations between our Google Contact Center AI Platform (CCAIP), IVR flows and enterprise systems. In this role, the person will be responsible for understanding the technical pattern of integration with Google CCAIP ACD, enabling transfer of custom data (SIP/UUI headers including consumer language preference and context) between CCAIP, Dialogflow, and Vendor platform, and manage call transfer from a Dialogflow agent. Key Responsibilities IVR & Voice Engineering (Dialogflow CX) ● Google CCAIP / Dialogflow Orchestration: Design, build, and optimize end-to-end orchestration workflows within Google CCAIP and Dialogflow CX/ES. ● Telephony Integration: Configure and manage telephony gateways (e.g., AudioCodes, Avaya, Genesys, or Twilio) and handle telephony-specific signals like DTMF (keypad input). ● IVR Runtime Manager: As an IVR developer or integrator, the person will administer, deploy, and monitor IVR applications and microservices ● API Development & Management: Create, publish, and secure robust API endpoints to send data from the IVR to third parties and receive/process responses back to the IVR. ● System Connectivity: Map complex data payloads (JSON/XML) between systems, ensuring secure, low-latency transmission of customer data during live voice interactions. ● Call Handling: Implement advanced fulfillment logic for call transfers, placing callers on hold, and retrieving metadata like caller_id from the telephony payload. ● Documentation: Create clear architectural diagrams, API interface definitions, and system flow documentation for handoff and future scaling. Technical Skills Required ● Conversational Platforms - Dialogflow CX (Pages, Flows, Route Groups), Google CCAIP, Playbook CX. ● IVR/Telephony - SIP/RTP knowledge, DTMF handling, STT/TTS tuning, and telephony gateway configuration, IVR Runtime Manager ● Cloud Expertise - Familiarity with Google Cloud Platform (GCP) services relevant to voice and data (e.g., Cloud Functions, Pub/Sub, Cloud Storage, and IAM roles). ● API & Programming Language - Expert knowledge of RESTful APIs, JSON, XML, and backend languages such as Java, Python, or Node.js for custom webhook fulfillment. ● DevOps & Source Control - Experience using GitHub for version control and Jenkins or Google Cloud Build for CI/CD automation.

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