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Développeur – Projet de déploiement CCaaS
- Montreal, QC, Canada
Contract
This opening has closed.
The original listing is kept below for reference.
Job details
- Job type
- Contract
- Closing date
- Experience
- 8+ ans d’expérience dans la conception, la configuration et le déploiement de solutions de centre de contact de bout en bout.
- Posting language
- English · French
- Posted
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Search current openingsOriginal job description
Archived listing. The details below describe a past opening.
English section of this bilingual listing.
English version:
Developer – CCaaS Deployment Project:
On behalf of our insurance client, Procom is searching for a Developer – CCaaS Deployment Project for a 6-month contract, with possibility of extension. This position is hybrid (2 days/week onsite) at one of our client’s offices in Quebec or Ontario.
Developer – CCaaS Deployment Project - Job Description:
The Developer will support a Contact Center as a Service (CCaaS) deployment on Google’s CCAIP platform, building and configuring DTMF IVR menus and contact center call flows based on approved business and technical specifications. The role includes configuration/integration work, test and UAT support, troubleshooting, and defect remediation.
Developer – CCaaS Deployment Project - Responsibilities:
- Build and configure IVR menus, call routing paths, and queue/skillset assignments using Dialogflow, Firestore, and CCAIP.
- Translate BA-provided technical/IT requirements and flow diagrams into working call flow configurations.
- Develop and maintain Dialogflow agents/intents and Firestore data structures supporting call routing logic.
- Collaborate with BAs, QA, and business stakeholders to clarify requirements and resolve technical gaps.
- Support testing and UAT; troubleshoot and remediate defects identified in delivered call flows.
Developer – CCaaS Deployment Project - Mandatory Skills:
- 8+ years designing, configuring, and deploying contact center solutions end-to-end.
- Strong, hands-on experience with Google Dialogflow (CX preferred): intents, entities, flows, webhooks, fulfillment, versioning, environments.
- Proven experience with Google CCAIP (UJET): tenant configuration, channel setup, routing, IVR, agent tools, workforce features (WFM).
- Solid understanding of contact center fundamentals: call flows, IVR, ACD, WFM, QA, omnichannel, SLAs, and service design.
- Experience with UJET advanced configurations: custom routing, agent assist, IVR scripting, analytics.
- Experience configuring Firestore databases.
- Scripting/programming for integrations (Node.js, Python), serverless functions, and webhook development.
Developer – CCaaS Deployment Project – Nice-to-Have Skills:
- Experience with workforce management, quality management, and compliance recording solutions.
- Bilingual French and English (flexible).
Developer – CCaaS Deployment Project – Assignment Length:
This is a 6-month contract, with possibility of extension.
Developer – CCaaS Deployment Project - Start Date:
ASAP.
Developer – CCaaS Deployment Project - Assignment Location:
Quebec or Ontario (office-based), hybrid (2 days/week onsite).
This posting is for an existing vacancy.
Read the full bilingual original
Développeur – Projet de déploiement CCaaS :
Au nom de notre client du secteur de l’assurance, Procom recherche un(e) Développeur – Projet de déploiement CCaaS pour un mandat de 6 mois, renouvelable. Ce poste est hybride (2 jours/semaine en présentiel) dans l’un des bureaux de notre client au Québec ou en Ontario.
Développeur – Projet de déploiement CCaaS - Description du poste:
Le/La Développeur(se) soutiendra le déploiement d’une solution de centre de contact en tant que service (CCaaS) sur la plateforme CCAIP de Google, en construisant et configurant des menus SVI (IVR) DTMF et des flux d’appels selon des spécifications fonctionnelles et techniques approuvées. Le rôle inclut la configuration, l’intégration, le soutien aux tests/UAT et la résolution d’anomalies.
Développeur – Projet de déploiement CCaaS - Responsabilités:
- Créer et configurer des menus SVI, des chemins de routage d’appels et des affectations de files d’attente/compétences à l’aide de Dialogflow, Firestore et CCAIP.
- Traduire les exigences techniques et les diagrammes de flux fournis par les analystes d’affaires en configurations de flux d’appels opérationnelles.
- Développer et maintenir des agents/intentions Dialogflow et des structures de données Firestore qui soutiennent la logique de routage des appels.
- Collaborer avec les analystes d’affaires, les équipes QA et les parties prenantes afin de clarifier les besoins et résoudre les écarts techniques.
- Soutenir les phases de test et de recette utilisateur (UAT), dépanner et corriger les anomalies identifiées dans les flux livrés.
- 8+ ans d’expérience dans la conception, la configuration et le déploiement de solutions de centre de contact de bout en bout.
- Solide expérience pratique avec Google Dialogflow (CX privilégiée) : intentions, entités, flux, webhooks, fulfillment, gestion des versions, environnements.
- Expérience avérée avec Google CCAIP (UJET) : configuration du tenant, mise en place des canaux, routage, SVI, outils pour agents, fonctionnalités de gestion des effectifs (WFM).
- Solide compréhension des fondamentaux des centres de contact : flux d’appels, SVI, ACD, WFM, QA, omnicanalité, SLA et conception de services.
- Maîtrise de fonctionnalités avancées de Dialogflow CX : DTMF, pages, paramètres, conditions, routes, réponses génératives, analyse des sentiments.
- Expérience des configurations avancées d’UJET : routage personnalisé, assistance aux agents (Agent Assist), scripting SVI, analytique.
- Expérience de configuration de bases de données Firestore.
- Expérience en scripting/programmation pour intégrations (Node.js, Python), fonctions « serverless » et développement de webhooks.
- Expérience avec des solutions de gestion des effectifs (WFM), gestion de la qualité et solutions d’enregistrement pour la conformité.
- Bilinguisme français-anglais.
Il s’agit d’un mandat de 6 mois, renouvelable.
Développeur – Projet de déploiement CCaaS - Date de début:
Dès que possible.
Développeur – Projet de déploiement CCaaS - Lieu de l’affectation:
Québec ou Ontario (selon bureau), hybride (2 jours/semaine en présentiel).
English version:
Developer – CCaaS Deployment Project:
On behalf of our insurance client, Procom is searching for a Developer – CCaaS Deployment Project for a 6-month contract, with possibility of extension. This position is hybrid (2 days/week onsite) at one of our client’s offices in Quebec or Ontario.
Developer – CCaaS Deployment Project - Job Description:
The Developer will support a Contact Center as a Service (CCaaS) deployment on Google’s CCAIP platform, building and configuring DTMF IVR menus and contact center call flows based on approved business and technical specifications. The role includes configuration/integration work, test and UAT support, troubleshooting, and defect remediation.
Developer – CCaaS Deployment Project - Responsibilities:
- Build and configure IVR menus, call routing paths, and queue/skillset assignments using Dialogflow, Firestore, and CCAIP.
- Translate BA-provided technical/IT requirements and flow diagrams into working call flow configurations.
- Develop and maintain Dialogflow agents/intents and Firestore data structures supporting call routing logic.
- Collaborate with BAs, QA, and business stakeholders to clarify requirements and resolve technical gaps.
- Support testing and UAT; troubleshoot and remediate defects identified in delivered call flows.
- 8+ years designing, configuring, and deploying contact center solutions end-to-end.
- Strong, hands-on experience with Google Dialogflow (CX preferred): intents, entities, flows, webhooks, fulfillment, versioning, environments.
- Proven experience with Google CCAIP (UJET): tenant configuration, channel setup, routing, IVR, agent tools, workforce features (WFM).
- Solid understanding of contact center fundamentals: call flows, IVR, ACD, WFM, QA, omnichannel, SLAs, and service design.
- Dialogflow CX advanced features: DTMF, pages, parameters, conditions, routes, generative answers, sentiment analysis.
- Experience with UJET advanced configurations: custom routing, agent assist, IVR scripting, analytics.
- Experience configuring Firestore databases.
- Scripting/programming for integrations (Node.js, Python), serverless functions, and webhook development.
- Experience with workforce management, quality management, and compliance recording solutions.
- Bilingual French and English (flexible).
This is a 6-month contract, with possibility of extension.
Developer – CCaaS Deployment Project - Start Date:
ASAP.
Developer – CCaaS Deployment Project - Assignment Location:
Quebec or Ontario (office-based), hybrid (2 days/week onsite).
This posting is for an existing vacancy.
More about this job
Responsibilities
Build and configure IVR menus, call routing, queue and skill assignments, Dialogflow agents, and Firestore data structures for a Google CCAIP contact center deployment. Collaborate with business analysts, QA, and stakeholders to clarify requirements, support testing and UAT, and troubleshoot and remediate defects.
Requirements
Requires 8+ years of end-to-end contact center solution design, configuration, and deployment experience, with hands-on expertise in Dialogflow and Google CCAIP/UJET. Candidates should also have experience with Firestore, contact center operations, advanced IVR and routing configurations, and integration development using Node.js or Python; French-English bilingualism and experience with workforce, quality, or compliance recording solutions are desirable.
Skills
- Google Dialogflow CX
- Google CCAIP
- UJET
- Firestore
- IVR Configuration
- Call Flow Design
- Call Routing
- DTMF
- Node.js
- Python
- Webhook Development
- Serverless Functions
- Contact Center Solutions
- Workforce Management
- Agent Assist
- UAT and Testing
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Software
- Customer Service & Support
Keywords
- Google Dialogflow CX
- Google CCAIP
- UJET
- Firestore
- Contact Center as a Service
- IVR
- DTMF
- Call Flows
- Call Routing
- Queue and Skill Assignments
- Intents and Entities
- Webhooks
- Fulfillment
- Node.js
- Python
- Serverless Functions
- ACD
- Workforce Management
- Quality Assurance
- Omnichannel
- Service-Level Agreements
- Agent Assist
- IVR Scripting
- Analytics
- UAT
- Defect Remediation
- Sentiment Analysis
- Generative Answers
- Contact Center Service Design