Sr. SRE Engineer (CCaaS)

Job summary

The Site Reliability Engineer (SRE) for the CCaaS platform ensures its reliability, availability, and performance while driving operational excellence. Key responsibilities include monitoring platform health, managing service level objectives, automating operational tasks, and supporting Amazon Connect and AWS services. The role emphasizes incident management, automation, and continuous improvement to enhance service delivery.

Qualifications

• Foundational proficiency in DevOps
• Foundational proficiency in Cybersecurity and privacy concepts
• Intermediate proficiency in IT infrastructure library
• Intermediate proficiency in Robot Process Automation
• Intermediate proficiency in Cloud Computing
• Intermediate proficiency in Configuration Management
• Intermediate proficiency in Container Orchestration
• Intermediate proficiency in System Design and Implementation
• Intermediate proficiency in Incident management
• Intermediate proficiency in Learning Agility
• Intermediate proficiency in Building and managing relationships
• Intermediate proficiency in Verbal & written communication skills
• Intermediate proficiency in Collaboration & team skills
• Intermediate proficiency in Analytical and problem solving skills
• Intermediate proficiency in Data driven decision making
• Advanced proficiency in alerting & log configuration with OpenSearch, CloudWatch
• Advanced proficiency in Dynatrace or other APM tool configuration & dashboarding
• Advanced proficiency in Automation and Automation Pipelines
• Advanced proficiency in Automated Testing
• Typically between 5 - 6 years of relevant experience and post-secondary degree in related field or equivalent combination of education and experience

Responsibilities

• Ensure 24x7 availability of the CCaaS platform and supporting services
• Define and manage Service Level Indicators (SLI), Service Level Objectives (SLO), and Error Budgets
• Monitor platform health, performance, capacity, and stability
• Drive reliability improvements and eliminate recurring operational issues
• Support production readiness reviews for new releases and platform enhancements
• Build and maintain monitoring dashboards, alerts, and health checks
• Configure and optimize CloudWatch, Splunk, Dynatrace, Grafana, and other observability tools
• Establish proactive alerting and predictive monitoring capabilities
• Develop operational runbooks and troubleshooting guides
• Act as an escalation point for critical incidents and service disruptions
• Lead incident triage, impact assessment, communication, and recovery activities
• Perform Root Cause Analysis (RCA) and identify preventive actions
• Drive reduction of MTTR, MTTD, and recurring incidents
• Participate in command center and major incident bridge calls during production events
• Eliminate operational toil through automation
• Develop self-healing capabilities and automated remediation solutions
• Build scripts and tools using Python, PowerShell, AWS Lambda, or other automation frameworks
• Support Amazon Connect, AWS services, APIs, middleware, routing, IVR, and integration components
• Manage platform configurations, certificates, service accounts, and connectivity requirements
• Support disaster recovery, backup, restoration, and failover testing activities

Skills

Relocation