Operations Engineer (IVR)

Advanced Troubleshooting & Incident Response Act as L3 operations escalation point for complex production incidents affecting IVR and CCAI flows Perform deep-dive troubleshooting across: o Dialogflow CX / ES - Must Have o SIP/telephony integrations - Must Have o Middleware (APIs, orchestration layers) - Nice to Have Correlate issues across multiple systems (telephony, cloud services, APIs) --- Log Analysis & Root Cause Identification Analyze and correlate logs from: o Google Cloud Logging (Stackdriver) - Must Have o Dialogflow interaction logs - Must Have o Telephony/SIP logs (e.g., Genesys) - Nice to Have Identify patterns such as: - The core of the skill set should be understanding the impacts o Intent misfires o Latency spikes. This role acts as the highest escalation point for production issues, requiring deep expertise in contact center architecture, cloud infrastructure (GCP), and observability/log analysis to ensure high availability and performance.

Requisition ID: 104181 -1
Title: Operations Engineer (IVR)
Duration: 6-12 months with possible extension
Location: Cincinnati, OH
Salary Range: $35- $40 an hour on W2/C2C

Job Description:
The Operations Engineer is responsible for advanced troubleshooting, root cause analysis, and operational stability of a Google Contact Center AI (CCAI) platform integrated within a large-scale enterprise IVR ecosystem. This role acts as the highest escalation point for production issues, requiring deep expertise in contact center architecture, cloud infrastructure (GCP), and observability/log analysis to ensure high availability and performance

Key Responsibilities
Advanced Troubleshooting & Incident Response Act as L3 operations escalation point for complex production incidents affecting IVR and CCAI flows Perform deep-dive troubleshooting across: o Dialogflow CX / ES - Must Have o SIP/telephony integrations - Must Have o Middleware (APIs, orchestration layers) - Nice to Have Correlate issues across multiple systems (telephony, cloud services, APIs) --- Log Analysis & Root Cause Identification Analyze and correlate logs from: o Google Cloud Logging (Stackdriver) - Must Have o Dialogflow interaction logs - Must Have o Telephony/SIP logs (e.g., Genesys) - Nice to Have Identify patterns such as: - The core of the skill set should be understanding the impacts o Intent misfires o Latency spikes

o API failures/timeouts o Authentication/token errors Perform end-to-end trace analysis to identify root cause


Domain Google CCAI / Enterprise IVR

Soft Skills - Excellent communication - Team collaboration - Documentation and knowledge sharing

Role Descriptions: Enterprise IVR Ops Google CCAI
Essential Skills: Enterprise IVR Ops Google CCAI
Desirable Skills:
Keyword:
Skills: CloudOps for Google Cloud
Experience Required: 6-8


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