Site Reliability Engineer

About the role

We are seeking a Site Reliability Engineer with deep expertise in AWS Connect, AWS Cloud, and DevOps to ensure the reliability, scalability, and performance of our cloud‑based service desk platform. You will own the AWS infrastructure, CI/CD pipelines, observability, and automation while maintaining a highly available production environment.

Key responsibilities

• Design, deploy, and maintain Amazon Connect infrastructure, including Contact Flows, Lambda integrations, Lex bots, and phone number provisioning.
• Manage core AWS services such as EC2, ECS/EKS, Lambda, S3, DynamoDB, IAM, and VPC.
• Build and maintain CI/CD pipelines using GitLab CI, GitHub Actions, Jenkins, or AWS CodePipeline.
• Automate infrastructure provisioning with Terraform, CloudFormation, or AWS CDK.
• Monitor platform health using CloudWatch, X‑Ray, Grafana, Datadog, Splunk, or ELK stacks.
• Ensure high availability, scalability, and performance of voice and chat services.
• Implement security best practices, IAM policies, encryption, and compliance standards.
• Support integrations between AWS Connect and ITSM platforms such as ServiceNow, Jira Service Management, or Salesforce.
• Lead incident response, root‑cause analysis, and post‑incident reviews.
• Define and manage SLIs, SLOs, and error budgets, and optimize AWS costs through FinOps practices.

Required profile

• 3+ years of experience in Site Reliability Engineering or DevOps.
• 2+ years hands‑on with Amazon Connect or other CCaaS platforms.
• Strong troubleshooting and incident management skills.
• Experience supporting high‑volume service desk or contact‑center environments.

Required skills

• Amazon Connect (Contact Flows, CCR customization)
• AWS services: Lambda, DynamoDB, S3, IAM, EC2, ECS/EKS, VPC
• Infrastructure as Code: Terraform, CloudFormation, AWS CDK
• CI/CD tools: GitLab CI, GitHub Actions, Jenkins, AWS CodePipeline
• Scripting: Python, Node.js
• Observability: CloudWatch, X‑Ray, Grafana, Datadog, Splunk, ELK
• Integration platforms: ServiceNow, Jira Service Management, Salesforce
• Knowledge of networking, monitoring, logging, cloud security, SOC2, HIPAA, PCI‑DSS, FinOps