Operations Engineer

Job Title : Operations Engineer - Google CCAI / Enterprise IVR 
Location : Cincinnati, OH
Client: TCS 
Rate: $35/hr on W2
Positions: 3




JD:
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
o 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
Desirable Skills:
Keyword:
Skills: CloudOps for Google Cloud
Experience Required: 6-8