Operations Engineer

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

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 (Google Cloud Platform), 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:

• 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:

• API failures/timeouts
  - 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