Genesys empowers more than 8,000 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.

Overview:

The Service Reliability discipline at Genesys is at the forefront of DevOps and cloud-native architecture. Our mission is to ensure the reliability, observability, and recoverability of hundreds of services operating at a massive scale. As part of a team driving the Genesys Cloud's hypergrowth, you'll be actively involved in the development and implementation of the tools and techniques that enable our teams to meet the growing demands of our platform. This is a hands-on role where your technical expertise will directly influence the success of our systems.

Key Responsibilities:

• Develop Observability Strategy: Craft and maintain a comprehensive observability strategy that aligns with organizational goals, ensuring system reliability and performance.

• Establish Best Practices: Define and promote best practices for monitoring, alerting, and observability across the engineering organization.

• Hands-On Development: Actively participate in the development and integration of observability solutions, including OpenTelemetry implementations, Terraform integrations, and microservices enhancements.

• Budget Management: Contribute to managing the observability budget, focusing on AWS services and third-party vendor costs.

• Consultation and Support: Assist internal teams with the instrumentation, monitoring, and alerting of microservices on AWS, ensuring optimal system performance.

• Vendor Relationship Management: Manage and optimize relationships with observability vendors to ensure seamless integration and service utilization.

• Security and Compliance: Ensure that all observability systems and integrations comply with security and data privacy requirements.

• Incident Response: Participate in on-call rotations, handle incidents, and contribute to post-incident analyses to continuously improve system reliability.

• Mentorship and Development: Mentor team members, fostering their professional growth and contributing to the hiring and onboarding of new team members.

Qualifications:

• Strong understanding of observability patterns (metrics, traces, logs)

• Proven experience in implementing monitoring and alerting solutions for cloud-native microservices

• Familiarity with OpenTelemetry and related technologies

• Previous experience leading software engineering teams

• Practical experience with AWS services

• Proficiency in root cause analysis and incident response methodologies

• Hands-on experience in developing and integrating technical solutions

• Experience with on-call support for production systems

• Bachelor's degree in Computer Science or a related field

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.

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 reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent 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.