Greetings from Maneva!

Job Title - Operations Engineer – Google Contact Center AI (CCAI)

Location - PAN India (Hybrid)

Experience - 8 + years

Notice - Immediate Joiner

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 (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:
- Dialog flow 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 (Stack driver) - Must Have
- Dialog flow 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.

If you are excited to grab this prospect, please apply directly or share your CV at [email protected] and [email protected].

📌 Operations Engineer – Google Contact Center AI (CCAI) (Mumbai)
🏢 Wipro
📍 Mumbai