Operations Analyst Cincinnati - OH - Ohio

Operations Engineer Google CCAI Enterprise IVR

Experience: 6 8 Years

Domain: Google CCAI Enterprise IVR

Job Summary

We are looking for an experienced Operations Engineer to provide L3 production support, advanced troubleshooting, and root cause analysis for Google Contact Center AI (CCAI) integrated with enterprise IVR environments.

Key Responsibilities

Act as the L3 escalation point for complex production incidents.

Troubleshoot Dialogflow CXES and SIPTelephony integrations.

Analyze Google Cloud Logging (Stackdriver) and Dialogflow interaction logs.

Perform end-to-end troubleshooting of IVR, cloud, API, and telephony issues.

Identify root causes of intent misfires, latency, API failures, timeouts, and authentication issues.

Monitor platform stability, availability, and performance.

Collaborate with engineering and operations teams during incident resolution.

Maintain technical documentation and knowledge-sharing materials.

Required Skills

Google CCAI Dialogflow CX or ES

Enterprise IVR SIP & Telephony

Google Cloud Platform (Google Cloud Platform)

Google Cloud Logging Stackdriver

Strong production support, troubleshooting, and RCA experience.

Nice to Have

Genesys Telephony platforms

API and middleware troubleshooting

CloudOps experience on Google Cloud

Strong communication and documentation skills.