Operations Engineer – Google Contact Center AI (CCAI)

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Job Description

Job Title - Operations Engineer - Google Contact Center AI (CCAI)

Location - PAN India (Hybrid)

Experience - 8 years

Notice - Immediate Joiner

Requirements:

• 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.
• Act as L3 operations escalation point for complex production incidents affecting IVR and CCAI flows.
• Perform deep-dive troubleshooting across:
  • Dialog flow 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 (Stack driver) - Must Have
  • Dialog flow interaction logs - Must Have
  • Telephony/SIP logs (e.g. Genesys) - Nice to Have
• Identify patterns such as: - The core of the skill set should be understanding the impacts.
  • Intent misfires
  • Latency spikes
  • API failures/timeouts
  • Authentication/token errors
  • Perform end-to-end trace analysis to identify root cause.

If you are excited to grab this opportunity please apply directly or share your CV atand.