Site Reliability Engineer (Genesys)

Site Reliability Engineer (Genesys)

Toronto, Ontario, Canada  - Contract

Job Description

Our client is a leading technology company that specializes in delivering exceptional customer experiences through cutting-edge contact center solutions. We are seeking a talented and proactive Site Reliability Engineer (SRE) to join their team, focusing on ensuring the reliability and performance of our contact center critical applications, particularly IVR and Genesys suite of products. As an SRE, you will play a crucial role in driving system stability, eliminating manual processes, and enhancing the overall customer experience.

Must Have Skills:

As an SRE - Contact Center and Genesys, your key accountabilities include:
- Incident and Problem Resolution: Act as the focal point for Problem, Incident, and Change (ITSM) management for contact center critical applications. Lead and participate in Major Incident Response Teams (MIRT) for Contact Centre Application incidents.
- System Reliability: Ensure the reliability of IVR and Genesys systems, working diligently to bring systems back to steady-state while adhering to Systems SLAs.
- Monitoring and Automation: Develop and implement monitoring and automation solutions using tools like Dynatrace, ELK / Kibana, Power BI, and Cyara call monitoring systems to eliminate manual health checks.
- Post-Incident Analysis: Lead blameless postmortems of major incidents, promoting cross-team collaboration and continuous improvement.
- System Health Visibility: Gain full visibility into the health of systems, monitoring key performance indicators and addressing issues proactively.
- SLO Adherence: Live and breathe Service Level Objectives (SLOs), identifying and remediating issues before SLAs are violated.
- Resilient Architecture: Provide insights into architectural design decisions to enhance system resiliency.
- Non-Functional Requirements: Actively contribute to the development of non-functional requirements (NFR) during project scoping to include in the Design Document (DRS).
- Production Environment: Monitor system availability and take a holistic view of system health, ensuring the smooth running of the production environment in a 24x7 agile setup.
- Infrastructure and Software Management: Build and maintain software and systems for platform infrastructure and applications.
- Performance Optimization: Measure and optimize system performance, continuously improving reliability, quality, and time-to-market for our software solutions.
- Operational Support: Provide primary operational support and engineering for multiple large-scale distributed software applications.

Minimum Qualifications:
Bachelor's degree in Computer Science, a related technical field involving systems engineering (e.g., Physics or Mathematics), or equivalent practical experience.

Nice to Have Skills:

Experience in supporting contact center technologies using Nuance and Genesys.
- Proficiency in one or more high-level programming languages (e.g., Python, Java, C/C++, Ruby, JavaScript).
- Experience with AWS Lambda, Azure, GitHub, Amazon S3, Tomcat, and Apache web engines.
- Proactive problem-solving skills and a systematic approach to identifying and addressing performance bottlenecks and areas for improvement.
- Strong debugging and code optimization capabilities, along with the ability to automate routine tasks.
- Involvement in the entire service life cycle, from inception and design to deployment, operation, and refinement.
- Practice sustainable incident response and participate in blameless post-mortems.
- A passion for system automation, operational dashboards, and continuous improvement.


Starting: ASAP

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