Databuzz is Hiring for CCAI Operations Engineer (L3 Escalation) IVR/Telephony

Pan India -8+yrs

If Interested, Please mail your profile to [email protected] with the below details.

About DatabuzzLTD:
Databuzz is One stop shop for data analytics specialized in Data Science, Big Data, Data Engineering, AI & ML, Cloud Infrastructure and Devops. We are an MNC based in both UK and INDIA. We are an ISO 27001 & GDPR complaint company.

Notice Period/LWD - (Candidate serving notice period will be preferred)

Job Title: CCAI Operations Engineer (L3 Escalation) IVR/Telephony

Location: Pan India

Experience: 8+yrs

Job Title:

CCAI Operations Engineer (L3 Escalation) – IVR/Telephony

Job Description:

We are seeking a highly skilled Operations Engineer to manage advanced troubleshooting, root cause analysis, and operational stability of our Google Contact Center AI (CCAI) platform integrated within a largescale enterprise IVR ecosystem. This role serves as the L3 escalation point for complex production incidents, ensuring high availability and performance across telephony and cloud systems.

Key Responsibilities:

- Act as L3 escalation point for production issues impacting IVR and CCAI flows.




- Perform deepdive 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).
- Conduct log analysis & root cause identification using:

- Google Cloud Logging (Stackdriver) – Must Have
- Dialogflow interaction logs – Must Have
- Telephony/SIP logs (Genesys or similar) – Nice to Have

- Identify and resolve patterns such as:

- Intent misfires
- Latency spikes
- API failures/timeouts
- Authentication/token errors

- Perform endtoend trace analysis to ensure operational stability.

Required Skills & Experience:

- 5–8 years of experience in Contact Center / IVR Operations.
- Solid expertise in Google CCAI, Dialogflow CX/ES.
- Handson experience with SIP/telephony protocols.
- Proficiency in cloud infrastructure (GCP) and observability tools.
- Excellent skills in log correlation, troubleshooting, and RCA.
- Knowledge of middleware/API orchestration layers (preferred).

Regards,
Kranthi
Senior Technical Recruiter.

📌 Google CCAI Operations Engineer (Hyderabad)
🏢 Databuzz
📍 Hyderabad