Operations Engineer

Job Requirements

• Operations Engineer responsible for:
  • Advanced troubleshooting
  • Root cause analysis
  • Operational stability of a Google Contact Center AI (CCAI) platform
  • CCAI integration within a large-scale enterprise IVR ecosystem
• Act as the highest escalation point for production issues.
• Strong expertise in:
  • Contact center architecture
  • Cloud infrastructure (GCP)
  • Observability and log analysis
  • High availability and performance

Key Responsibilities

• Advanced Troubleshooting & Incident Response
  • Act as an L3 operations escalation point for complex production incidents affecting IVR and CCAI flows.
  • Perform deep-dive troubleshooting across:
    • Dialogflow CX / ES — Must Have
    • SIP/Telephony integrations — Must Have
    • 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:
    • Google Cloud Logging (Stackdriver) — Must Have
    • Dialogflow interaction logs — Must Have
    • Telephony/SIP logs (e.g., Genesys) — Nice to Have
  • Identify patterns such as:
    • Intent misfires
    • Latency spikes
    • API failures/timeouts
    • Authentication/token errors
  • Understand the impact of these issues across the overall platform.
  • Perform end-to-end trace analysis to identify the root cause.