Senior SRE - Contact Center Platforms

Overview

Senior Site Reliability Engineer to ensure the reliability, scalability, performance, and operational stability of enterprise Contact Center platforms, with a focus on Genesys Cloud, AWS event-driven integrations, and observability.

What you'll do

• Ensure high availability, reliability, scalability, and performance of enterprise contact center platforms and supporting services.
• Develop automated monitoring, alerting, self-healing, and operational recovery solutions.
• Proactively identify and resolve production issues before they impact customers or contact center operations.
• Establish and maintain SLIs, SLOs, and operational performance metrics.
• Develop and maintain solutions using Genesys Cloud REST APIs, including Analytics, Conversations, Routing, Users, and Configuration APIs.
• Troubleshoot complex issues involving voice, chat, email, messaging, callbacks, and workitem routing.
• Monitor API performance, rate limits, authentication, error handling, and integration reliability.
• Work with contact center engineering teams to optimize routing performance, capacity, and overall platform stability.
• Design and implement scalable, fault-tolerant integrations between Genesys Cloud and downstream enterprise applications.
• Monitor and troubleshoot asynchronous processing, event delivery failures, retry mechanisms, and dead-letter queues.
• Understand AWS security, access controls, logging, and cloud infrastructure reliability.
• Develop and maintain dashboards covering service health, API latency, error rates, throughput, and availability.
• Analyze logs, metrics, and distributed traces to identify performance bottlenecks and recurring production issues.
• Implement proactive alerting and anomaly detection to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
• Correlate events across Genesys Cloud, AWS, databases, and integrated services to identify root causes.
• Investigate data inconsistencies, missing records, processing delays, and integration failures.
• Develop and execute queries for troubleshooting, reconciliation, and operational analysis.
• Monitor data processing pipelines, ingestion failures, and database performance.
• Collaborate with data engineering teams to ensure data integrity, consistency, and availability across contact center systems.

What you'll need

• Minimum 6+ years of hands-on experience in Site Reliability Engineering, production engineering, or a closely related reliability-focused role.
• Strong hands-on experience with Genesys Cloud APIs, including API authentication, analytics queries, conversation details, routing, and platform integrations.
• Solid understanding of enterprise contact center technologies, including ACD, IVR, CTI, voice, digital channels, and interaction routing.
• Experience working with AWS, particularly EventBridge and event-driven architectures.
• Knowledge of NuData and NuGraph databases or internal data platforms.
• Familiarity with Grafana and Sherlock for monitoring, observability, and troubleshooting.
• Strong troubleshooting skills across distributed applications, APIs, cloud services, and data integrations.
• Experience with scripting and automation using Python, Shell, or equivalent languages.
• Solid understanding of REST APIs, JSON, OAuth 2.0, and asynchronous integration patterns.
• Demonstrated experience in incident management, root cause analysis, performance tuning, and production support.
• Strong communication, analytical thinking, and cross-functional collaboration skills.

Nice to have

• Experience supporting large-scale, enterprise contact center environments with thousands of concurrent agents.
• Familiarity with Genesys Cloud Architect, predictive routing, workforce engagement management (WEM), and analytics.
• Experience with Terraform, Jenkins, GitHub Actions, or other infrastructure automation and CI/CD tools.
• Knowledge of AWS CloudWatch, OpenTelemetry, Prometheus, and distributed tracing.
• Experience with load testing, capacity planning, resilience testing, and disaster recovery.
• Familiarity with contact center integrations involving CRM, workforce management, recording, quality management, and speech/text analytics platforms.
• Experience building operational automation or AI-assisted incident detection and troubleshooting solutions.

Details

• Location: Bengaluru, India.