Role & responsibilities

Google CCAI

Location - Open.

Only Immedaite joiners.

Exp - 8+ years

Job Description :

- 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
- 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: - The core of the skill set should be understanding the impacts

- Intent misfires
- Latency spikes
- API failures/timeouts
- Authentication/token errors
- Perform end-to-end trace analysis to identify root cause

Regards

Sakshi Sinha

(phone hidden)

sakshisintellicsglobal.com

📌 Google CCAI Lead Administrator_PAN India open (Bengaluru)
🏢 Intellics Global Services Mumbai
📍 Bengaluru