Operations Engineer

Location & Duration

Cincinnati, OH – 6 months

About the Role

Operations Engineer responsible for advanced troubleshooting, root cause analysis, and ensuring the operational stability of a Google Contact Center AI (CCAI) platform integrated within a large-scale enterprise IVR ecosystem. Acts as the highest escalation point for production issues.

Requirements

• Strong expertise in contact center architecture
• Cloud infrastructure (GCP)
• Observability and log analysis
• High availability and performance

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