Senior Software Engineer, Service Resiliency

<p>Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered experience orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.</p><p></p><p>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.</p><p></p><p><span><span>The Service </span><span>Resiliency </span><span>discipline is at the </span><span>cutting edge</span><span> of DevOps and cloud-native architecture. Our mission is to systematize reliability</span><span>, observability,</span><span> and recoverability across hundreds of services running at massive scale. Genesys Cloud is in hypergrowth; Service </span><span>Resiliency</span><span> is a </span><span>group</span><span> of engineers inventing the tools and techniques to enable our teams to keep up with the demand for our platform. </span><span>The Observability team focuses on </span><span>building and managing </span><span>software and <span>infrastructure-as-code</span> </span><span>for </span><span>generation, storage, </span><span>and </span><span>analysis of </span><span>microservice telemetry.</span></span><span> </span></p><p><span> </span></p><p><b><span>What you will need to be successful in this role: </span></b><span> </span></p><p><span><span>You will need to have a solid understanding of multi-tenanted microservice architecture</span><span> </span><span>and </span><span>prior experience with AWS</span><span>. You will need </span><span>a </span><span>c</span><span>ustomer</span><span>-f</span><span>irst </span><span>m</span><span>indset. 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 </span><span>will </span><span>need to </span><span>stay knowledgeable about </span><span>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.</span></span><span> </span></p><p><span> </span></p><p><b><span>Key Responsibilities:</span></b><span> </span></p><ul><li><p><span><span>Develop</span><span>, </span><span>integrate</span><span>, and deploy </span><span>solutions </span><span>to enhance system </span><span>observability, </span><span>including</span><span> deployment and management of </span><span>OpenTelemetry</span><span> collectors</span><span>, </span><span>management of </span><span>Terraform </span><span>configurations</span><span>, and </span><span>operational tooling utilizing </span><span>AWS Lambda </span></span><span> </span></p></li></ul><ul><li><p><span><span>Consult with internal teams, </span><span>assisting</span><span> with </span><span>instrumentation, </span><span>monitoring</span><span>, and alerting</span><span> of </span><span>microservices on AWS</span><span> to </span><span>ensur</span><span>e </span><span>reliability and performance</span></span><span> </span></p></li></ul><ul><li><p><span><span>Conduct root cause analysis for incidents</span><span> with </span><span>monitoring</span><span> solutions</span><span>, addressing issues promptly to </span><span>maintain</span><span> system </span><span>observability</span></span><span> </span></p></li></ul><ul><li><p><span><span>Utilize AWS </span><span>and other vendor </span><span>services to </span><span>optimize</span><span> resource </span><span>utilization</span><span>, scalability, and cost efficiency</span></span><span> </span></p></li></ul><ul><li><p><span><span>Champion observability and monitoring practices to </span><span>identify</span><span> and mitigate potential issues proactively</span></span><span> </span></p></li></ul><ul><li><p><span><span>Participate in on-call rotations, responding to incidents and contributing to post-incident </span><span>analys</span><span>i</span><span>s</span></span><span> </span></p></li></ul><p><span> </span></p><p><b><span>Qualifications:</span></b><span> </span></p><ul><li><p><span><span>Proven experience in implementing </span><span>monitoring and alerting solutions for </span><span>cloud-native microservices</span></span><span> </span></p></li></ul><ul><li><p><span><span>Expertise</span><span> in </span><span>s</span><span>oftware development and hands-on experience with AWS services</span></span><span> </span></p></li></ul><ul><li><p><span><span>Professional experience with one of: Python, </span><span>G</span><span>olang</span><span>, Java</span></s