Site Reliability Engineer

We are looking for a Site Reliability Engineer (SRE) with strong 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 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 AWS cloud services including 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 using Terraform, CloudFormation, or AWS CDK.
• Monitor platform health using CloudWatch, X-Ray, Grafana, Datadog, Splunk, or ELK.
• 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.
• Optimize AWS infrastructure costs through FinOps best practices.

Required Skills

• Strong experience with Amazon Connect (Contact Flows, CTRs, CCP customization).
• Hands-on experience with AWS Lambda, DynamoDB, S3, IAM, EC2, ECS/EKS, and VPC.
• Expertise in Terraform (preferred), CloudFormation, or AWS CDK.
• Experience building CI/CD pipelines using GitLab CI, GitHub Actions, Jenkins, or AWS CodePipeline.
• Strong scripting skills in Python or Node.js.
• Experience with CloudWatch, Kinesis, ELK, Splunk, Grafana, or Datadog.
• Knowledge of networking, monitoring, logging, and cloud security best practices.

Requirements

• 3+ years of experience in Site Reliability Engineering (SRE) or DevOps.
• 2+ years of hands-on experience with Amazon Connect or other Contact Center as a Service (CCaaS) platforms.
• Experience supporting high-volume service desk or contact center environments.
• Strong troubleshooting and incident management skills.

Preferred Certifications

• AWS Certified DevOps Engineer – Professional
• AWS Certified SysOps Administrator

Nice to Have

• Experience with ServiceNow, Jira Service Management, or Salesforce integrations.
• Knowledge of SOC2, HIPAA, PCI-DSS, and cloud compliance frameworks.
• Exposure to FinOps and cloud cost optimization strategies.