Senior SRE - Contact Center Platforms

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: 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 knowled