{"id":2789399,"url":"https://alion.io/job/ebay-senior-sre-contact-center-platforms","title":"Senior SRE - Contact Center Platforms","company":{"id":7519,"name":"eBay","domain":"ebay.com","url":"https://alion.io/company/ebay","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":33,"ghost_share":0,"stale_share":0.848,"repost_share":0,"time_to_fill_p50_days":25,"computed_at":"2026-11-02T06:13:15Z"}},"role":"DevOps","role_family":"DevOps","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":20000,"max_usd":47000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":53},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Amazon CloudWatch","optional":false},{"name":"Amazon EventBridge","optional":false},{"name":"Anomaly Detection","optional":false},{"name":"API Gateway","optional":false},{"name":"AWS","optional":false},{"name":"AWS Lambda","optional":false},{"name":"Grafana","optional":false},{"name":"IAM","optional":false},{"name":"Incident Management","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Self-Healing","optional":false},{"name":"CI/CD","optional":true},{"name":"GitHub Actions","optional":true},{"name":"Jenkins","optional":true},{"name":"OpenTelemetry","optional":true},{"name":"Prometheus","optional":true},{"name":"Terraform","optional":true}],"status":"live","first_seen_at":"2026-10-16T00:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-11-02T02:04:17Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"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.\nOur 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.\nJoin a team of passionate thinkers, innovators, and dreamers - and help us connect people and build communities to create economic opportunity for all.\nPrimary Job Responsibilities:\nWe are seeking an experienced Senior Site Reliability Engineer (SRE) to ensure the reliability, scalability, performance, and operational stability of our enterprise Contact Center platforms.\nThe 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.\nThis role will focus on proactive monitoring, incident management, automation, performance optimization, and continuous improvement of mission-critical contact center services and integrations.\nKey Responsibilities\n1. Site Reliability & Production Operations\nEnsure high availability, reliability, scalability, and performance of enterprise contact center platforms and supporting services.\nDevelop automated monitoring, alerting, self-healing, and operational recovery solutions.\nProactively identify and resolve production issues before they impact cusomers or contact center operations.\nEstablish and maintain SLIs, SLOs, and operational performance metrics.\n2. Genesys Cloud & Contact Center Technologies\nStrong hands-on experience with Genesys Cloud CX architecture, APIs, integrations, and operational troubleshooting.\nDevelop and maintain solutions using Genesys Cloud REST APIs, including Analytics, Conversations, Routing, Users, and Configuration APIs.\nTroubleshoot complex issues involving voice, chat, email, messaging, callbacks, and workitem routing.\nMonitor API performance, rate limits, authentication, error handling, and integration reliability.\nWork with contact center engineering teams to optimize routing performance, capacity, and overall platform stability.\n3. AWS Cloud Infrastructure & Event-Driven Architecture\nHands-on experience with AWS EventBridge, including event-driven integrations, event routing, filtering, and troubleshooting.\nWorking knowledge of AWS Lambda, CloudWatch, SQS, SNS, API Gateway, IAM, and related cloud services.\nMonitor and troubleshoot asynchronous processing, event delivery failures, retry mechanisms, and dead-letter queues.\nDesign and implement scalable, fault-tolerant integrations between Genesys Cloud and downstream enterprise applications.\nUnderstand AWS security, access controls, logging, and cloud infrastructure reliability.\n4. Monitoring, Observability & Troubleshooting\nExperience with Grafana and Sherlock for application monitoring, operational dashboards, and production troubleshooting.\nDevelop and maintain dashboards covering service health, API latency, error rates, throughput, and availability.\nAnalyze logs, metrics, and distributed traces to identify performance bottlenecks and recurring production issues.\nImplement proactive alerting and anomaly detection to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR).\nCorrelate events across Genesys Cloud, AWS, databases, and integrated services to identify root causes.\n5. Database & Data Reliability\nWorking knowledge of NuData and NuGraph databases or data platforms.\nExperience investigating data inconsistencies, missing records, processing delays, and integration failures.\nAbility to develop and execute queries for troubleshooting, reconciliation, and operational analysis.\nMonitor data processing pipelines, ingestion failures, and database performance.\nCollaborate with data engineering teams to ensure data integrity, consistency, and availability across contact center systems.\nRequired Qualifications\nMinimum 6+ years of hands-on experience in Site Reliability Engineering, production engineering, or a closely related reliability-focused role.\nStrong hands-on experience with Genesys Cloud APIs, including API authentication, analytics queries, conversation details, routing, and platform integrations.\nSolid understanding of enterprise contact center technologies, including ACD, IVR, CTI, voice, digital channels, and interaction routing.\nExperience working with AWS, particularly EventBridge and event-driven architectures.\nKnowledge of NuData and NuGraph databases or internal data platforms.\nFamiliarity with Grafana and Sherlock for monitoring, observability, and troubleshooting.\nStrong troubleshooting skills across distributed applications, APIs, cloud services, and data integrations.\nExperience with scripting and automation using Python, Shell, or equivalent languages.\nSolid understanding of REST APIs, JSON, OAuth 2.0, and asynchronous integration patterns.\nDemonstrated experience in incident management, root cause analysis, performance tuning, and production support.\nStrong communication, analytical thinking, and cross-functional collaboration skills.\nPreferred Qualifications\nExperience supporting large-scale, enterprise contact center environments with thousands of concurrent agents.\nFamiliarity with Genesys Cloud Architect, predictive routing, workforce engagement management (WEM), and analytics.\nExperience with Terraform, Jenkins, GitHub Actions, or other infrastructure automation and CI/CD tools.\nKnowledge of AWS CloudWatch, OpenTelemetry, Prometheus, and distributed tracing.\nExperience with load testing, capacity planning, resilience testing, and disaster recovery.\nFamiliarity with contact center integrations involving CRM, workforce management, recording, quality management, and speech/text analytics platforms.\nExperience building operational automation or AI-assisted incident detection and troubleshooting solutions.\nAdditional Details\neBay 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 . 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.\nWe use cookies to enhance your experience and may use AI tools for administrative tasks in the hiring process. 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