Senior SRE - Contact Center Platforms

Primary Job Responsibilities:

Key Responsibilities

• Site Reliability & Production Operations
• 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 cusomers or contact center operations.
• Establish and maintain SLIs, SLOs, and operational performance metrics.
• Genesys Cloud & Contact Center Technologies
• Strong hands-on experience with Genesys Cloud CX architecture, APIs, integrations, and operational troubleshooting.
• 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.
• AWS Cloud Infrastructure & Event-Driven Architecture
• Hands-on experience with AWS EventBridge, including event-driven integrations, event routing, filtering, and troubleshooting.
• Working knowledge of AWS Lambda, CloudWatch, SQS, SNS, API Gateway, IAM, and related cloud services.
• Monitor and troubleshoot asynchronous processing, event delivery failures, retry mechanisms, and dead-letter queues.
• Design and implement scalable, fault-tolerant integrations between Genesys Cloud and downstream enterprise applications.
• Understand AWS security, access controls, logging, and cloud infrastructure reliability.
• Monitoring, Observability & Troubleshooting
• Experience with Grafana and Sherlock for application monitoring, operational dashboards, and production troubleshooting.
• 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.
• Database & Data Reliability
• Working knowledge of NuData and NuGraph databases or data platforms.
• Experience investigating data inconsistencies, missing records, processing delays, and integration failures.
• Ability to 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.
• Additional Details
• eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [email protected]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.
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