GCP DevOps & Production Support Engineer

Provox Global is seeking a hands-on GCP DevOps & Production Support Engineer to join our Islamabad team on an onsite basis. This role involves owning the health, reliability, and performance of production systems, including cloud infrastructure, databases, APIs, webhooks, scheduled jobs, and telephony workflows. The ideal candidate will be comfortable working across the stack, troubleshooting issues from Cloud Logging traces to Node.js webhooks, Dialogflow CX sessions, Cloud SQL queries, deployments, and IAM configurations. This position is perfect for someone who enjoys solving operational challenges, enhancing system reliability, and simplifying production monitoring and maintenance.

Key Responsibilities

- Own day-to-day Google Cloud Platform (GCP) operations, including database administration, performance reviews, query troubleshooting, backups, and ensuring system reliability.
- Monitor production health across webhooks, APIs, scheduled jobs, telephony flows, and database activities.
- Build and maintain alerting systems for process failures, uptime issues, webhook errors, latency, and abnormal transaction patterns.
- Manage GCP access control, including IAM permissions, service accounts, and environment-level security.
- Provide Node.js development support for webhook services, API integrations, logging, and operational tooling.
- Support Dialogflow CX to webhook integrations, handling request/response debugging, session parameters, fulfillment behavior, and environment deployment issues.
- Diagnose production incidents involving Dialogflow CX, Google Phone Gateway, SIP integrations, REST APIs, Cloud Logging, and Cloud SQL.
- Advise internal teams on clean implementation patterns, maintainability, observability, and production-safe deployment practices.
- Build ad hoc operational reports using Cloud SQL, logs, and event tables.
- Assist with Dialogflow CX flow/playbook development and debugging.
- Support LLM prompt engineering for appointment triage, caller intent handling, and structured extraction workflows.
- Manage Google Phone Gateway and SIP configuration.
- Implement or improve CI/CD pipelines using Cloud Build or similar tools.
- Manage deployments across Cloud Run, Cloud Functions, and App Engine.
- Support GitHub-based version control workflows and deployment branching strategies.
- Enhance automated testing, endpoint testing, and interactive debugging capabilities.
- Collaborate with developers and business stakeholders to ensure smooth releases and reliable production environments.

Required Qualifications

- Strong professional English communication skills, essential for working with US-based clients.
- Minimum of 3 years of relevant experience in DevOps, cloud engineering, or production support roles.
- Hands-on experience with Google Cloud Platform services such as Cloud Run, Cloud Functions, Cloud SQL, IAM, Cloud Logging, Cloud Monitoring, and service accounts.
- Proficient in Node.js, especially for API services, webhooks, cloud functions, logging, and troubleshooting asynchronous/runtime behavior.
- Experience administering and troubleshooting MySQL or Cloud SQL environments.
- Ability to write and optimize SQL queries for operational reporting and diagnostics.
- Familiarity with CI/CD practices, preferably using Cloud Build and GitHub.
- Strong debugging skills across distributed systems, including logs, timestamps, request/session IDs, retries, and failure correlation.
- Excellent communication skills to clearly explain technical issues to both technical and non-technical stakeholders.
- Strong attention to detail and comfort working in live production environments.

Preferred Qualifications

- Experience with Dialogflow CX, conversational agents, telephony bots, or IVR systems.
- Familiarity with integrating Dialogflow CX with webhook services.
- Knowledge of Google Phone Gateway, SIP connectors, PSTN transfers, or contact-center telephony workflows.
- Experience with Cloud Shell, Cloud Code for VS Code, and local-to-cloud development workflows.
- Background supporting serverless architectures at production scale.
- Skilled in designing uptime checks, alert policies, log-based metrics, and operational dashboards.
- Familiarity with prompt engineering or LLM-based classification and extraction workflows.
- Experience in healthcare, dental, scheduling, contact-center, or appointment-booking systems is a plus.

This is a full-time, onsite position based in Islamabad, with working hours from 6 PM to 3 AM, Monday through Friday. The salary range for this role is between 250,000 to 300,000 PKR.