Google CCAI Operations Engineer - IVR Reliability Lead

StratEdge IT Consulting INC; Cincinnati (OH); On-site; USD 60,000 - 90,000; Full time

Job summary

TCS in Cincinnati, OH is seeking an Operations Engineer to own advanced troubleshooting and stability of a Google CCAI / Enterprise IVR platform within a large-scale IVR ecosystem. You will serve as the highest escalation point for production issues, applying deep expertise in contact center architecture, cloud infrastructure (Google Cloud), and observability to ensure high availability.

Responsibilities include deep troubleshooting, log analysis across Google Cloud Logging, Dialogflow logs, and

Qualifications

• Experience with Google CCAI and enterprise IVR systems.
• Strong troubleshooting and root-cause analysis skills.
• Proficiency in log analysis and observability practices.

Responsibilities

• Advanced Troubleshooting & Incident Response for IVR/CCAI environments.
• Act as L3 operations escalation point for production incidents.
• Correlate issues across telephony, cloud services, and APIs.
• Log Analysis & Root Cause Identification using Google Cloud Logging and Dialogflow logs.
• Identify patterns such as API failures and authentication errors; perform end-to-end trace analysis.

Skills

Analytical thinking

Communication

Documentation

Tools

Dialogflow CX/ES

SIP/telephony integrations

Middleware APIs

Job description

TCS in Cincinnati, OH is seeking an Operations Engineer to own advanced troubleshooting and stability of a Google CCAI / Enterprise IVR platform within a large-scale IVR ecosystem. You will serve as the highest escalation point for production issues, applying deep expertise in contact center architecture, cloud infrastructure (Google Cloud), and observability to ensure high availability.

Responsibilities include deep troubleshooting, log analysis across Google Cloud Logging, Dialogflow logs, and