Senior SRE - Contact Center Platforms
Core
Ensure reliability, scalability, and operational stability of enterprise Contact Center platforms and integrations.
Role type
Senior Site Reliability Engineer (Contact Center)
Builds
Automated monitoring, alerting, self-healing, and operational recovery solutions for Genesys Cloud and AWS.
Domain
Ecommerce / Contact Center Operations / Cloud Infrastructure
Required skills
Genesys Cloud APIs, AWS EventBridge, Grafana, Sherlock, Python/Shell scripting, REST APIs, incident management, root cause analysis, database troubleshooting (NuData/NuGraph), contact center technologies (ACD, IVR, CTI)
Preferred skills
Terraform, Jenkins, GitHub Actions, OpenTelemetry, Prometheus, load testing, capacity planning, disaster recovery, AI-assisted incident detection
Technologies
Genesys Cloud, AWS (EventBridge, Lambda, CloudWatch, SQS, SNS, API Gateway, IAM), Grafana, Sherlock, NuData, NuGraph, Python, Shell
Responsibilities
Develop automated monitoring and self-healing solutions; Troubleshoot complex Genesys Cloud and AWS integration issues; Design scalable event-driven integrations; Analyze logs and metrics to identify performance bottlenecks; Investigate data inconsistencies and processing delays; Collaborate with engineering teams on platform stability and optimization
Seniority
Senior, hands-on IC
