Google Contact Center AI (CCAI) - Immediate to 30 days

Job description:
Google Contact Center AI (CCAI)
Primary Skill-Google Contact Center AI (CCAI)
Location- PAN India
Shift Timings- 5pm IST ( Remote opportunity)
Total Years of experience- 5+ years
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:
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: - 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
͏
Primary Skill-Google Contact Center AI (CCAI)
Location- PAN India
Shift Timings- 5pm IST ( Remote opportunity)
Total Years of experience- 5+ years
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:
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: - 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
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Mandatory Skills: Genesys Contact Centre
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Experience: 5-8 Years
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Work arrangement
Yes