Engineering Manager, SRE

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.  

$131,300.00 - $257,700.00

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