Operations Engineer

TALENT Software Services; Cincinnati (OH); On-site; USD 90,000 - 130,000; Full time

Job summary

TALENT Software Services is seeking an Operations Engineer in Cincinnati, OH for a 6-month engagement. The role focuses on advanced troubleshooting, root cause analysis, and maintaining the operational stability of a Google CCAI-powered contact center platform within a large IVR ecosystem.

Responsibilities include acting as the highest escalation point for production incidents, deep-dive troubleshooting across telephony, cloud services, and APIs, and log analysis to identify patterns and root

Qualifications

• Experience with advanced troubleshooting and incident response for contact center platforms.
• Strong skills in root cause analysis and end-to-end traceability.
• Proven ability to ensure operational stability of a Google CCAI platform within large IVR ecosystems.
• Hands-on expertise with Dialogflow CX/ES and SIP/telephony integrations is highly desirable.

Responsibilities

• Act as the highest escalation point for production issues affecting IVR and CCAI flows.
• Lead deep-dive troubleshooting across telephony, cloud services, APIs, and middleware.
• Analyze logs from Google Cloud Logging and Dialogflow interaction logs to identify patterns and root causes.
• Perform end-to-end trace analysis to understand platform impact and improvements.

Skills

Advanced troubleshooting

Root cause analysis

CCAI platform operations

Contact center architecture

GCP cloud infrastructure

Observability and log analysis

High availability

IVR ecosystem integration

L3 escalation handling

Job description

Location: Cincinnati, OH

Duration: 6 months

Job Requirements

• Operations Engineer responsible for:
  • Advanced troubleshooting
  • Root cause analysis
  • Operational stability of a Google Contact Center AI (CCAI) platform
  • CCAI integration within a large-scale enterprise IVR ecosystem
• Act as the highest escalation point for production issues.
• Strong expertise in:
  • Contact center architecture
  • Cloud infrastructure (GCP)
  • Observability and log analysis
  • High availability and performance

Key Responsibilities

• Advanced Troubleshooting & Incident Response
  • Act as an 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:
  • Intent misfires
  • Latency spikes
  • API failures/timeouts
  • Authentication/token errors
  • Understand the impact of these issues across the overall platform.
  • Perform end-to-end trace analysis to identify the root cause.