Senior Software Engineer, Observability

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.

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.

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About the team

Genesys is a leader in the customer experience management industry that enables organizations to create lasting relationships with customers, increase satisfaction, and boost operational efficiency.  We accomplish this with an AI-driven, cloud-based platform to help our customers deliver seamless, personalized, and intelligent interactions across many communication channels.  The Genesys engineering team encourages a culture of learning, personal growth, and inclusivity.  You’ll have an opportunity to work on massive scale systems, cutting edge technologies, and solve complex problems. 

The Observability team’s mission is to systematically enable reliability, observability, and recoverability across hundreds of services running at scale. We are developing the tools and techniques to enable our teams to keep up with the demand for our platform. We focus on building and managing software and infrastructure-as-code for generation, storage, and usage of microservice telemetry. 

What you will need to be successful in this role:  

You will need to have a solid understanding of multi-tenanted microservice architecture and prior experience with AWS. You will need a customer-first mindset and strong problem-solving skills which will enable you to make valued contributions to our team and software platform.  You will need to stay knowledgeable about 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: 

• Develop, integrate, and deploy changes to Open Telemetry libraries, collectors, and gateways, Terraform configurations, and operational tooling utilizing AWS Lambda  

• Consult with internal teams, assisting with instrumentation, monitoring, and alerting of microservices on AWS to ensure reliability and performance 

• 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