Site Reliability Engineer

We are looking for a skilled Site Reliability Engineer (SRE) to drive the reliability, scalability, and performance of our AWS-based service desk platform. This role will own the end-to-end AWS cloud infrastructure and DevOps pipelines, focusing on automation, system resilience, and operational excellence. The ideal candidate will treat operations as a software problem, minimizing manual intervention and ensuring a seamless experience for both agents and customers.

Key Responsibilities

1. AWS Connect & Service Desk Reliability

• Design, deploy, and maintain the Amazon Connect ecosystem, including Contact Flows, Lambda integrations, and Lex bots using Infrastructure as Code (Terraform/CloudFormation).
• Ensure high availability and performance of voice and chat channels with minimal latency and optimal audio quality.
• Manage integrations between Amazon Connect and ITSM tools such as ServiceNow, Jira Service Management, or Salesforce.
• Perform proactive capacity planning to handle peak traffic, including telephony quotas and concurrent workloads.

2. Cloud Infrastructure & Security

• Manage and optimize core AWS services including EC2, ECS/EKS, S3, Lambda, DynamoDB, and VPC networking.
• Implement security best practices, including IAM least-privilege access, encryption (KMS), and compliance with standards such as SOC2, HIPAA, or PCI-DSS.
• Monitor and optimize cloud costs through effective FinOps practices.

3. DevOps & CI/CD Engineering

• Build and maintain CI/CD pipelines using tools such as GitLab CI, GitHub Actions, Jenkins, or AWS CodePipeline.
• Automate deployments for infrastructure, Lambda functions, and conversational bots.
• Integrate automated testing to validate workflows, APIs, and contact flows prior to production release.
• Ensure consistency across environments (Sandbox, Staging, Production) through standardized deployment patterns.

4. Observability & Incident Management

• Develop monitoring dashboards and alerts using CloudWatch, X-Ray, and tools like Grafana, Datadog, or Splunk.
• Lead incident response and troubleshooting for production issues.
• Conduct root cause analysis and blameless post-mortems.
• Define and manage SLOs, SLIs, and error budgets to maintain system reliability.

Required Skills & Qualifications

Technical Skills

• Strong expertise in Amazon Connect (Contact Flows, CTRs, CCP customization).
• Hands-on experience with AWS services including Lambda, DynamoDB, S3, IAM, and networking.
• Proficiency in Infrastructure as Code tools such as Terraform (preferred), CloudFormation, or AWS CDK.
• Experience building CI/CD pipelines using GitLab, GitHub Actions, Jenkins, or similar tools.
• Strong programming/scripting skills in Python or Node.js.
• Experience with observability tools such as CloudWatch, Kinesis, ELK Stack, or Splunk.

Experience

• 3+ years of experience in Site Reliability Engineering or DevOps roles.
• 2+ years of hands-on experience with Amazon Connect or similar CCaaS platforms.
• Experience supporting high-volume service desk or call center environments.

Education & Certifications

• Bachelor’s degree in Computer Science, Engineering, or a related field.
• Preferred certifications:
• AWS Certified DevOps Engineer – Professional
• AWS Certified SysOps Administrator