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

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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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