Lead Software Engineer, SRE

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.  

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The Service Reliability discipline is at the cutting edge of DevOps and cloud-native architecture. Our mission is to systematize reliability, observability, and recoverability across hundreds of services running at massive scale. Genesys Cloud is in hypergrowth; Service Reliability Team is a group of engineers inventing the tools and techniques to enable our teams to keep up with the demand for our platform.  

What you will need to be successful in this role: 

You will need to have a solid understanding of multi-tenanted microservice architecture and development. You will need a Customer First mindset. You will also need to have strong problem-solving skills which will enable you to make valued contributions to our team and software platform.  You need to keep up to date with the latest trends in cloud technology, especially as it applies to the AWS platform and its growing feature set. Being detail orientated and collaborative will also ensure your success in this role. 

Key Responsibilities:

• Consult with internal teams, assisting with instrumentation, monitoring, and alerting of microservices on AWS to ensure reliability and performance
• Develop and integrate solutions to enhance system observability, including: deployment and management of OpenTelemetry collectors and management of integration configurations with Terraform
• Conduct root cause analysis for incidents with monitoring solutions, addressing issues promptly to maintain system observability
• Utilize AWS and other vendor services to optimize resource utilization, scalability, and cost efficiency
• Champion observability and monitoring practices to identify and mitigate potential issues proactively
• Participate in on-call rotations, responding to incidents and contributing to post-incident analysis

Qualifications:

• Proven experience in designing and implementing monitoring and alerting solutions for cloud-native microservices
• Experience implementing OpenTemeletry solutions at scale
• Expertise in software development and hands-on experience with AWS services
• Understanding of observability patterns, including metrics, traces, and logs
• In-depth knowledge of distributed systems and multi-tenancy best practices
• Proficient in root cause analysis and incident response methodologies
• Previous experience in on-call support for production systems
• Bachelor's degree in Computer Science or related field

Preferred Qualifications:

• Certifications in AWS and relevant cloud-native technologies

#LI-AR1

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Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

$126,400.00 - $248,000.00

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.

This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.