Senior SRE Contact Center Platforms

At eBay were more than a global ecommerce leader were changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. Were committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass authenticity thrives bold ideas are welcome and everyone can bring their unique selves to work every day. Were in this together sustaining the future of our customers our company and our planet.

Join a team of passionate thinkers innovators and dreamers and help us connect people and build communities to create economic opportunity for all.

We are seeking an experienced Senior Site Reliability Engineer (SRE) to ensure the reliability scalability performance and operational stability of our enterprise Contact Center platforms.
The ideal candidate will have strong hands-on experience with Genesys Cloud Genesys Cloud APIs AWS services (particularly EventBridge) contact center technologies database systems and observability tools such as Grafana and Sherlock.

This role will focus on proactive monitoring incident management automation performance optimization and continuous improvement of mission-critical contact center services and integrations.

Key Responsibilities

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

• 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 you have a need that requires accommodation please contact us at. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBays commitment to ensuring digital accessibility for people with disabilities.

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