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Quantiphi

CCaaS Architect

Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Nov 2, 2026

Original job description

About Quantiphi:

Quantiphi is an award-winning, AI-First global digital engineering company that helps the world’s leading Fortune 1000 organizations transform bold ideas into measurable business impact. We go beyond building innovative AI technologies - we solve the problems that matter most to our clients.

Since our founding in 2013, Quantiphi has built a proven track record of turning complex challenges into meaningful outcomes across industries.

Headquartered in Boston, with more than 4,000 professionals worldwide, we partner with global enterprises to deliver large-scale digital, cloud, and AI-driven transformation. #SolvingWhatMatters

We are an Elite and Premier partner to Google Cloud, AWS, NVIDIA, Snowflake, and other leading technology platforms, and our work has been recognized across the industry, including:

21 Google Cloud Partner of the Year awards in the past 10 years
3 AWS AI/ML Partner of the Year awards
3 NVIDIA Partner of the Year awards
3 Snowflake Partner of the Year awards
Rated Leaders by Gartner, Forrester, IDC, ISG, Everest Group and other leading analyst firms

Quantiphi delivers First-in-class AI solutions across Life Sciences, Healthcare, Banking, Financial Services, CPG, Manufacturing, Energy, High-Tech, Telecommunications, etc., powered by cutting-edge Generative AI and Agentic AI accelerators.

We are also proud to be certified as a Great Place to Work - reflecting our commitment to our people and our culture.

For more details, visit: Website or LinkedIn Page

About the Role:

We are looking for an Architect to support a Contact Center as a Service (CCaaS) deployment on Google CCAIP platform, building and configuring DTMF IVR menus and contact center call flows based on approved business and technical specifications.

Key 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, troubleshooting and remediating defects identified in delivered call flows

Requirements:

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
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
Configure efficient 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 preferred

What’s in it for YOU at Quantiphi?

Join one of the world’s fastest-growing AI-first digital engineering companies and make a real impact at scale.
Lead and collaborate with a high-energy team of talented, driven individuals solving complex, meaningful challenges.
Work with Fortune 500 companies and disruptive innovators in a research-driven environment with 60+ patents.
Stay ahead of the curve by gaining hands-on experience with cutting-edge AI, ML, data, and cloud technologies while continuously upskilling.

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More about this job

Responsibilities

Build and configure IVR menus, call routing, queues, and skill assignments on Google CCAIP using Dialogflow and Firestore, translating approved requirements and flow diagrams into working configurations. Collaborate with business analysts, QA, and stakeholders to clarify requirements, support testing and UAT, and troubleshoot and resolve defects.

Requirements

Requires 8+ years of end-to-end contact center solution design, configuration, and deployment, with hands-on Google Dialogflow CX and Google CCAIP (UJET) experience. Candidates should understand contact center operations and advanced IVR and routing features, and have experience with Firestore, Node.js or Python integrations, webhooks, workforce and quality management, and compliance recording; French and English bilingual ability is preferred.

Skills

Google Dialogflow CX
Google CCAIP
UJET
IVR Configuration
Call Flow Design
Contact Center Routing
Firestore
Node.js
Python
Webhook Development
Serverless Functions
Workforce Management
Quality Management
Contact Center Analytics
DTMF
Omnichannel Service Design

Visa sponsorship

Not detected in the job text

Keywords

Contact Center as a Service
Google CCAIP
UJET
Google Dialogflow CX
Dialogflow Agents
Intents
Entities
Flows
Webhooks
Fulfillment
Firestore
DTMF
IVR
ACD
Call Routing
Queue and Skillset Assignment
Agent Assist
Workforce Management
Quality Management
Compliance Recording
Omnichannel
Service-Level Agreements
Node.js
Python
Serverless Functions
UAT
Sentiment Analysis
Generative Answers
Contact Center Analytics

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