CCAIP (IVR) Integration Developer

Role Description

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

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.

What We Believe

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity

Through business, we will better the lives of those less fortunate than ourselves.

Integrity

We honor our commitments and act with responsibility in all our relationships.

An Equal Opportunity Workplace, Free of Discrimination and Harassment

At UST, we strive to provide a work environment free of discrimination and harassment. We are an equal opportunity employer, and employment decisions are based on merit and business needs. Our Human Rights Policy further illustrates our stand on this. We are committed to following fair employment practices that provide equal opportunities to all employees. We do not discriminate or allow harassment on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status, or any other legally protected status. At UST, we value diversity and believe that a diverse workplace builds a competitive advantage.

Un lieu de travail à égalité des chances, sans Discrimination et harcèlement

Chez UST, nous nous efforçons de fournir un environnement de travail exempt de discrimination et harcèlement. Nous sommes un employeur garantissant l'égalité des chances et des décisions en matière d'emploi sont basés sur le mérite et les besoins de l'entreprise. Notre politique en matière de droits de l'homme illustre notre position à ce sujet. Nous nous engageons à respecter un emploi équitable des pratiques qui offrent des chances égales à tous les employés. Nous ne faisons pas discriminer ou permettre le harcèlement sur la base de la race, de la couleur, de la religion, du handicap, genre, origine nationale, orientation sexuelle, identité de genre, expression de genre, âge, informations génétiques, statut militaire ou tout autre statut légalement protégé. Chez UST, nous valorisons la diversité et pensons qu'un lieu de travail diversifié crée un avantage compétitif.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

#UST

Skills

Python, Google Cloud Functions, CI/CD, GitHub