Role description
You Are:
We are seeking a 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, you 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 the vendor platform, and managing call transfers from a Dialogflow agent.
The opportunity:
• 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, 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 and 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 such as caller_id from the telephony payload.
• Documentation: Create clear architectural diagrams, API interface definitions, and system flow documentation for handoff and future scaling.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
What you need:
• Conversational Platforms: Dialogflow CX (Pages, Flows, Route Groups), Google CCAIP, Playbook CX.
• IVR/Telephony: SIP/RTP knowledge, DTMF handling, STT/TTS tuning, telephony gateway configuration, and 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.
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.
Role Location: Toronto
Compensation Range: 115,000 - 144,000 CAD
Benefits
Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), paid holidays, and are eligible for paid bereavement leave and jury duty. They and their dependents residing in Canada are eligible for Supplemental Healthcare coverage, as well as Company-paid Employee Only basic life insurance and accidental death and dismemberment coverage.
Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year). They and their dependents residing in Canada are eligible for Supplemental Healthcare coverage, as well as Company-paid Employee Only basic life insurance and accidental death and dismemberment coverage.
Part-time regular and temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).
All Canadian employees who work in a province, territory or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.
Artificial Intelligence in Recruitment
As part of our recruitment process, UST may use AI or automated tools to support activities such as application screening, scheduling, or interview assistance. All hiring decisions are made by our recruitment team. Where applicable law requires it, further notice will be provided separately.
L'intelligence artificielle en soutien au recrutement
Dans le cadre de son processus de recrutement, il se peut que UST peut utiliser ait recours à l'intelligence artificielle ou à des outils automatisés réaliser des en soutien à des activités telles que l'examen comme la présélection des candidatures, la planification ou l'assistance lors des entrevues ou leur bon déroulement. Toutes les décisions d'embauche sont prises par notre équipe de recrutement. Lorsque la législation applicable l'exige, un avis supplémentaire à cet égard sera fourni séparément.
UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.
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