Senior Software Engineer, Service Resiliency

at  Genesys

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.
The Service Resiliency discipline is at the cutting edge of DevOps and cloud-native architecture. Our mission is to systematize reliability, observability, and recoverability across hundreds of services running at massive scale. Genesys Cloud is in hypergrowth; Service Resiliency is a group of engineers inventing the tools and techniques to enable our teams to keep up with the demand for our platform. The Observability team focuses on building and managing software and infrastructure-as-code for generation, storage, and analysis 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. 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 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 solutions to enhance system observability, including deployment and management of OpenTelemetry collectors, management of 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, scalability, and cost efficiency
• Champion observability and monitoring practices to identify and mitigate potential issues proactively
• Participate in on-call rotations, responding to incidents and contributing to post-incident analysis

Qualifications:

• Proven experience in implementing monitoring and alerting solutions for cloud-native microservices
• Expertise in software development and hands-on experience with AWS services
• Professional experience with one of: Python, Golang, Java
• Understanding of observability patterns, including metrics, traces, and logs
• Knowledge of distributed systems and multi-tenancy best practices
• Proficient in root cause analysis and incident response methodologies
• Previous experience in on-call support for production systems
• Bachelor’s degree in Computer Science or related field

Preferred Qualifications:

• Certifications in AWS and relevant cloud-native technologies
• Prior experience with New Relic
• Prior experience with SumoLogic

If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. 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

• Develop, integrate, and deploy solutions to enhance system observability, including deployment and management of OpenTelemetry collectors, management of 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, scalability, and cost efficiency
• Champion observability and monitoring practices to identify and mitigate potential issues proactively
• Participate in on-call rotations, responding to incidents and contributing to post-incident analysi