Senior CCAI & IVR Operations Engineer

TALENT Software Services

Cincinnati (OH)

On-site

USD 90,000 - 130,000

Full time

2 days ago

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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.