Required Skills & Experience
5+ years of experience in SRE, platform, or production operations
Resiliency and redundancy: HA and DR design, multi-region/multi-AZ patterns, RTO/RPO definition, and DR testing
Telephony failover: SIP trunk redundancy, carrier diversity, and contact center dependency failover
Networking: SIP/RTP/WebRTC, TLS, DNS, load balancing, SBCs, VPN/private connectivity
Deployment automation: Infrastructure as Code (Terraform preferred), CI/CD using Jenkins, GitHub Actions, and/or Azure DevOps
Scripting: Python or Bash
Containers: Docker and Kubernetes for supporting services and integration middleware
Configuration and secrets management: Environment promotion across dev/test/prod and secrets handling
Chaos engineering: Fault-injection experiments
Chaos testing for SaaS dependencies: Simulating integration failures
Cloud: AWS and/or Azure
Genesys Cloud CX: Architect flows, queues, routing, Edge/BYOC, Platform APIs
Genesys automation tooling: CX as Code (Terraform provider)
Certificate management: Understanding of certificate concepts, how to provision/deploy certificates, and SPNs
Akamai experience
Strong cross-team collaboration and automation mindset, with the ability to balance speed and risk during a migration
Nice to Have Skills & Experience
Genesys Cloud CX Certified Professional, Developer, or Administrator
ITIL certification
Day 2 service operations readiness, including SRM, SLM, security management, problem management, incident management, capacity management, and billing/usage validation
Job Description
Insight Global is looking for a Site Reliability Engineer (SRE) to support the reliability, resiliency, and production operations of a large enterprise contact centre environment. This individual will focus on resiliency and redundancy, telephony failover, networking, deployment automation, cloud environments, containers, configuration and secrets management, and chaos engineering.
The successful candidate will have experience supporting highly available environments, automating infrastructure and deployments, testing system resiliency and failures, and working across teams throughout a migration. Experience with Genesys Cloud CX and its underlying contact centre architecture will also be important for this role.
*Artificial intelligence tools are used to assist in screening and assessing applicants for this position.
*Pay range for this role is between $60/hr - 70/hr CAD.
*This role is an existing vacancy.
