4 days ago
Bengaluru, IndiaSenior
Responsibilities
- Ensure the availability, reliability, scalability, performance, and operational stability of enterprise contact center platforms.
- Develop automated monitoring, alerting, self-healing, and operational recovery solutions, including SLIs, SLOs, and performance metrics.
- Operate and troubleshoot Genesys Cloud CX architecture, REST APIs, integrations, voice and digital channels, routing, authentication, and API performance.
- Build and support AWS EventBridge and other event-driven integrations, including asynchronous processing, retries, and dead-letter queues.
- Create observability dashboards and proactive alerts using Grafana, Sherlock, and related monitoring tools.
- Analyze logs, metrics, and distributed traces to identify bottlenecks, recurring issues, and root causes.
- Investigate database inconsistencies, ingestion failures, processing delays, and integration failures involving NuData, NuGraph, and related data platforms.
- Perform incident management, root cause analysis, performance tuning, production support, capacity planning, and resilience testing.
- Collaborate with contact center engineering, data engineering, and cross-functional teams to improve platform stability and data integrity.
Requirements
- At least 6 years of hands-on experience in Site Reliability Engineering, production engineering, or a closely related reliability-focused role.
- Strong hands-on experience with Genesys Cloud APIs, including authentication, analytics queries, conversation details, routing, and platform integrations.
- Understanding of enterprise contact center technologies such as ACD, IVR, CTI, voice, digital channels, and interaction routing.
- Experience with AWS, particularly EventBridge and event-driven architectures.
- Knowledge of NuData and NuGraph databases or internal data platforms.
- Familiarity with Grafana and Sherlock for monitoring, observability, and troubleshooting.
- Strong troubleshooting skills across distributed applications, APIs, cloud services, and data integrations.
- Experience with scripting and automation using Python, Shell, or equivalent languages.
- Understanding of REST APIs, JSON, OAuth 2.0, and asynchronous integration patterns.
- Demonstrated experience with incident management, root cause analysis, performance tuning, and production support.
- Strong communication, analytical thinking, and cross-functional collaboration skills.
- Preferred experience supporting large-scale contact center environments, Genesys Cloud Architect, predictive routing, workforce engagement management, analytics, Terraform, Jenkins, GitHub Actions, OpenTelemetry, Prometheus, load testing, capacity planning, resilience testing, disaster recovery, and AI-assisted incident detection.
About TCGplayer
TCGplayer operates an online marketplace and software tools for buying and selling trading card games and related collectibles, serving hobby shops and individual sellers. It generates revenue through marketplace fees, seller subscriptions, and fulfillment programs such as TCGplayer Direct. An eBay subsidiary, the company provides authentication and logistics services that help stores list inventory at scale and reach buyers across the U.S. and internationally.