Operations Engineer - Google Contact Center AI with GCP
Cincinnati, OH
Contract
Role Descriptions:
Enterprise IVR Ops Google CCAI
Essential Skills: Enterprise IVR Ops Google CCAI
Desirable Skills: CloudOps for Google Cloud
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)
The core of the skill set should be understanding the impacts o Intent misfires o Latency spikes
o API failures/timeouts o Authentication/token errors · Perform end-to-end trace analysis to identify root cause
Domain Google CCAI / Enterprise IVR
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
| Location | Cincinnati, OH |