Job#: 3058405
Job Description:
Site Reliability Engineer (SRE) - Genesys Cloud CX
Location: Hybrid (1 day per week onsite on Mondays)
Duration: 12-month contract with strong likelihood of extension
Start Date: ASAP
About The Role
We are seeking experienced Site Reliability Engineers (SREs) to join a large-scale cloud contact center transformation initiative. This role is ideal for someone who thrives at the intersection of operations, platform engineering, cloud infrastructure, and automation.
You will partner closely with development and program teams during the design and implementation phases of a modern contact center platform, ensuring operational requirements, resiliency standards, and reliability best practices are embedded from the beginning. The successful candidate will bring strong Genesys Cloud CX expertise and be comfortable challenging designs, identifying risks, and driving operational excellence.
Key Responsibilities
- Review solution and architecture designs from an operational readiness perspective.
- Identify risks related to scalability, resiliency, availability, and service operations.
- Support deployment, configuration, and ongoing operation of Genesys Cloud CX environments.
- Develop and maintain automation solutions using Infrastructure as Code and CI/CD practices.
- Collaborate with development, platform, and operations teams to ensure reliable service delivery.
- Participate in design reviews and proactively raise concerns, issues, and recommendations.
- Contribute to operational readiness activities, disaster recovery planning, and service resilience initiatives.
- Help establish best practices for monitoring, incident management, automation, and platform reliability.
- Mentor team members and share Genesys Cloud CX knowledge across the organization.
Required Qualifications
- 5+ years of experience in Site Reliability Engineering, Platform Engineering, Production Operations, or similar roles.
- Hands-on experience with Genesys Cloud CX in a production environment.
- Strong understanding of cloud technologies, including Azure and/or AWS.
- Experience with deployment automation and Infrastructure as Code (Terraform preferred).
- Experience with CI/CD tools such as Azure DevOps, Jenkins, or GitHub Actions.
- Proficiency in scripting using Python and/or Bash.
- Experience supporting containerized environments using Docker and Kubernetes.
- Knowledge of configuration management, environment promotion processes, and secrets management.
- Experience with high availability, disaster recovery, resiliency design, and failover strategies.
- Strong networking knowledge including DNS, TLS, load balancing, VPN connectivity, and contact center networking concepts.
- Experience with certificate management, certificate deployment, and service principals (SPNs).
- Excellent communication skills with the confidence to speak up, challenge assumptions, and raise risks early.
Preferred Qualifications
- Experience with Genesys Cloud architecture, routing, queues, flows, APIs, and BYOC/Edge capabilities.
- Experience with CX as Code and the Genesys Terraform Provider.
- Experience conducting chaos engineering or fault-injection testing.
- Familiarity with telephony failover, SIP trunk redundancy, and carrier resilience models.
- Experience supporting SaaS platform dependencies and integration resiliency.
- Exposure to Day 2 operations, including incident, problem, security, service level, and capacity management.
- Experience with Akamai.
- ITIL certification.
- Genesys Cloud CX certifications (Professional, Administrator, or Developer).
What We're Looking For
Success in this role requires more than technical expertise. We are looking for someone who:
- Is highly proactive and comfortable speaking up in meetings.
- Can identify operational risks before they become production issues.
- Brings a strong automation mindset.
- Works effectively across development, platform, and operations teams.
- Balances speed, stability, and risk when delivering complex technology initiatives.
- Enjoys solving challenging reliability and scalability problems in cloud environments.
This is an opportunity to help shape and support a critical cloud transformation program while leveraging modern SRE practices, automation, and contact center technologies in a highly collaborative environment.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.
Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.
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