EB
eBaySenior SRE - Contact Center Platforms
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Before you apply
LocationBengaluru, India
Work modeon-site
Typefull-time
SenioritySenior
Experience6+ yrs
Company size10,000+ people
PostedOct 16, 2026 · 2w ago
Verified live2d ago
At a glanceSummarised by Seekless from the posting.
Minimum 6+ years of hands-on experience in Site Reliability Engineering
Strong hands-on experience with Genesys Cloud APIs
Solid understanding of enterprise contact center technologies
Experience working 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
Solid understanding of REST APIs, JSON, OAuth 2.0, and asynchronous integration patterns
Demonstrated experience in incident management, root cause analysis, performance tuning, and production support
Strong communication, analytical thinking, and cross-functional collaboration skills
Experience supporting large-scale, enterprise contact center environments with thousands of concurrent agents
Familiarity with Genesys Cloud Architect, predictive routing, workforce engagement management (WEM), and analytics
Experience with Terraform, Jenkins, GitHub Actions, or other infrastructure automation and CI/CD tools
Knowledge of AWS CloudWatch, OpenTelemetry, Prometheus, and distributed tracing
Experience with load testing, capacity planning, resilience testing, and disaster recovery
Familiarity with contact center integrations involving CRM, workforce management, recording, quality management, and speech/text analytics platforms
Experience building operational automation or AI-assisted incident detection and troubleshooting solutions
Equal opportunity employer - all qualified applicants will receive consideration without regard to protected status
Skills
Genesys Cloud
Genesys Cloud APIs
AWS
EventBridge
Grafana
Sherlock
NuData
NuGraph
Python
Shell
REST APIs
JSON
OAuth 2.0
Terraform
Jenkins
GitHub Actions
CloudWatch
OpenTelemetry
Prometheus
Lambda
SQS
SNS
API Gateway
IAM
Benefits
Equal opportunity employer
About the company
At eBay, we’re more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.
Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We’re in this together, sustaining the future of our customers, our company, and our planet.
Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.
Primary Job Responsibilities:
About the role
We are seeking an experienced Senior Site Reliability Engineer (SRE) to ensure the reliability, scalability, performance, and operational stability of our enterprise Contact Center platforms.
The ideal candidate will have strong hands-on experience with Genesys Cloud, Genesys Cloud APIs, AWS services (particularly EventBridge), contact center technologies, database systems, and observability tools such as Grafana and Sherlock.
This role will focus on proactive monitoring, incident management, automation, performance optimization, and continuous improvement of mission-critical contact center services and integrations.
Key Responsibilities
1.
Site Reliability & Production Operations
•
Ensure high availability, reliability, scalability, and performance of enterprise contact center platforms and supporting services.
•
Develop automated monitoring, alerting, self-healing, and operational recovery solutions.
•
Proactively identify and resolve production issues before they impact cusomers or contact center operations.
•
Establish and maintain SLIs, SLOs, and operational performance metrics.
2.
Genesys Cloud & Contact Center Technologies
•
Strong hands-on experience with Genesys Cloud CX architecture, APIs, integrations, and operational troubleshooting.
•
Develop and maintain solutions using Genesys Cloud REST APIs, including Analytics, Conversations, Routing, Users, and Configuration APIs.
•
Troubleshoot complex issues involving voice, chat, email, messaging, callbacks, and workitem routing.
•
Monitor API performance, rate limits, authentication, error handling, and integration reliability.
•
Work with contact center engineering teams to optimize routing performance, capacity, and overall platform stability.
3.
AWS Cloud Infrastructure & Event-Driven Architecture
•
Hands-on experience with AWS EventBridge, including event-driven integrations, event routing, filtering, and troubleshooting.
•
Working knowledge of AWS Lambda, CloudWatch, SQS, SNS, API Gateway, IAM, and related cloud services.
•
Monitor and troubleshoot asynchronous processing, event delivery failures, retry mechanisms, and dead-letter queues.
•
Design and implement scalable, fault-tolerant integrations between Genesys Cloud and downstream enterprise applications.
•
Understand AWS security, access controls, logging, and cloud infrastructure reliability.
4.
Monitoring, Observability & Troubleshooting
•
Experience with Grafana and Sherlock for application monitoring, operational dashboards, and production troubleshooting.
•
Develop and maintain dashboards covering service health, API latency, error rates, throughput, and availability.
•
Analyze logs, metrics, and distributed traces to identify performance bottlenecks and recurring production issues.
•
Implement proactive alerting and anomaly detection to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).
•
Correlate events across Genesys Cloud, AWS, databases, and integrated services to identify root causes.
5.
Database & Data Reliability
•
Working knowledge of NuData and NuGraph databases or data platforms.
•
Experience investigating data inconsistencies, missing records, processing delays, and integration failures.
•
Ability to develop and execute queries for troubleshooting, reconciliation, and operational analysis.
•
Monitor data processing pipelines, ingestion failures, and database performance.
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Collaborate with data engineering teams to ensure data integrity, consistency, and availability across contact center systems.
Required Qualifications
•
Minimum 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 API authentication, analytics queries, conversation details, routing, and platform integrations.
•
Solid understanding of enterprise contact center technologies, including ACD, IVR, CTI, voice, digital channels, and interaction routing.
•
Experience working 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.
•
Solid understanding of REST APIs, JSON, OAuth 2.0, and asynchronous integration patterns.
•
Demonstrated experience in incident management, root cause analysis, performance tuning, and production support.
•
Strong communication, analytical thinking, and cross-functional collaboration skills.
Preferred Qualifications
•
Experience supporting large-scale, enterprise contact center environments with thousands of concurrent agents.
•
Familiarity with Genesys Cloud Architect, predictive routing, workforce engagement management (WEM), and analytics.
•
Experience with Terraform, Jenkins, GitHub Actions, or other infrastructure automation and CI/CD tools.
•
Knowledge of AWS CloudWatch, OpenTelemetry, Prometheus, and distributed tracing.
•
Experience with load testing, capacity planning, resilience testing, and disaster recovery.
•
Familiarity with contact center integrations involving CRM, workforce management, recording, quality management, and speech/text analytics platforms.
•
Experience building operational automation or AI-assisted incident detection and troubleshooting solutions.
Additional Details
eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [email protected]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay’s commitment to ensuring digital accessibility for people with disabilities.
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