Enterprise IVR Ops Google CCAI

Job

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

Key

Responsibilities* Advanced Troubleshooting & Incident Response Act as L3 operations escalation point for complex production incidents affecting IVR and CCAI flows Perform deep-dive troubleshooting across: o Dialogflow CX / ES - Must Have o SIP/telephony integrations - Must Have o 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: o Google Cloud Logging (Stackdriver) - Must Have o Dialogflow interaction logs - Must Have o Telephony/SIP logs (e.g., Genesys) - Nice to Have Identify patterns such as: - The core of the skill set should be understanding the impacts o Intent misfires o Latency spikes

• API failures/timeouts o Authentication/token errors Perform end-to-end trace analysis to identify root cause

Section IV - Job Qualifications & Skills Section Details / Example Content

Domain Google CCAI / Enterprise IVR

Soft Skills - Excellent communication - Team collaboration - Documentation and knowledge sharing

Education

Requirements Optional

Certifications Optional

Section V - Sample Questions for Trai

Role Descriptions: Enterprise IVR Ops Google CCAI

Essential Skills: Enterprise IVR Ops Google CCAI

Keyword Desirable Skills:

Skills: CloudOps for Google Cloud

Experience Required: 6-8