Dialogflow CX Engineer

Provox Global is seeking a pragmatic and hands-on GCP DevOps & Production Support Engineer to join their Islamabad team on an onsite basis. The successful candidate will be responsible for ensuring the health, reliability, and performance of production systems that include cloud infrastructure, databases, APIs, webhooks, scheduled jobs, and telephony workflows. This role requires a versatile professional comfortable working across the stack—from analyzing Cloud Logging traces and Node.js webhooks to troubleshooting Dialogflow CX sessions and managing Cloud SQL queries. The ideal candidate thrives on solving operational challenges, enhancing system reliability, and simplifying the monitoring, debugging, and maintenance of production environments.

Key Responsibilities

- Own daily GCP operations such as database administration, performance reviews, query troubleshooting, backups, and ensuring system reliability.
- Monitor production health across various components including webhooks, APIs, scheduled jobs, telephony flows, and database activities.
- Develop and maintain alerting systems for process failures, uptime issues, webhook errors, latency problems, and unusual transaction patterns.
- Manage GCP access control, including IAM permissions, service accounts, and environment-level security configurations.
- Provide Node.js development support for webhook services, API integrations, logging, and operational tooling.
- Support Dialogflow CX integrations with webhooks, including debugging request/response flows, managing session parameters, fulfillment behavior, and deployment issues.
- Diagnose production incidents involving Dialogflow CX, Google Phone Gateway, SIP integrations, REST APIs, Cloud Logging, and Cloud SQL.
- Advise internal teams on best practices for clean implementation, maintainability, observability, and production-safe deployments.

Additional Responsibilities

- Create ad hoc operational reports using Cloud SQL, logs, and event tables.
- Assist in Dialogflow CX flow and playbook development and debugging.
- Support LLM prompt engineering for appointment triage, caller intent handling, and structured data extraction workflows.
- Manage Google Phone Gateway and SIP configuration tasks.
- Implement or enhance CI/CD pipelines using Cloud Build or similar tools.
- Oversee deployments across Cloud Run, Cloud Functions, and App Engine where applicable.
- Support GitHub-based version control workflows and branching strategies.
- Improve automated testing, endpoint testing, and interactive debugging capabilities.
- Collaborate with developers and business stakeholders to ensure smooth releases and reliable production performance.

Required Qualifications

- Proven hands-on experience with Google Cloud Platform in DevOps, cloud engineering, or production support roles.
- Practical knowledge of Cloud Run, Cloud Functions, Cloud SQL, IAM, Cloud Logging, Cloud Monitoring, and service account management.
- Strong Node.js skills focused on 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 analyzing logs, timestamps, request/session IDs, retries, and failure correlation.
- Excellent communication skills with the ability to clearly explain technical issues to both technical and non-technical audiences.
- High 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 using Cloud Shell, Cloud Code for VS Code, and local-to-cloud development workflows.
- Background supporting serverless architectures at production scale.
- Skills in designing uptime checks, alert policies, log-based metrics, and operational dashboards.
- Understanding of prompt engineering or LLM-based classification and extraction workflows.
- Experience in healthcare, dental, scheduling, contact-center, or appointment-booking systems is a plus.

Work Location: This position requires onsite presence in Islamabad.