Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
The Observability team’s mission is to systematically enable reliability, observability, and recoverability across hundreds of services running at scale. We are developing the tools and techniques to enable our teams to keep up with the demand for our platform. We focus on building and managing software and infrastructure-as-code for generation, storage, and usage of microservice telemetry.
What you will need to be successful in this role:
You will need to have a solid understanding of multi-tenanted microservice architecture and prior experience with AWS. You will need a customer-first mindset and strong problem-solving skills which will enable you to make valued contributions to our team and software platform. You will need to stay knowledgeable about the latest trends in cloud technology, especially as it applies to the AWS platform, OpenTelemetry, and observability best practices. Being detail orientated and collaborative will also ensure your success in this role.
Key Responsibilities:
Develop, integrate, and deploy changes to OpenTelemetry libraries, collectors, and gateways, Terraform configurations, and operational tooling utilizing AWS Lambda, AWS EC2, and other AWS services
Drive architectural improvements of observability tooling and work with other team members to drive projects to completion
Collaborate with architects across the engineering organization to build consensus on observability strategy and communicate that strategy to the whole engineering organization
Lead Genesys involvement in the OpenTelemetry community, influencing the community direction to align with our needs, and organizing our contributions to the ecosystem
Conduct root cause analysis for incidents with monitoring solutions, participate in root cause analysis reviews to identify where observability tooling needs enhancements
Utilize AWS and other vendor services to optimize resource utilization, scalability, and cost efficiency
Qualifications:
Proven experience in implementing monitoring and alerting solutions for microservices
Expertise with core AWS compute services like EC2, Lambda, and ECS
Professional experience with two of: Python, Golang, Java, and NodeJS
Professional experience with OpenTelemetry, including metrics, traces, and logs
Knowledge of distributed systems and multi-tenancy best practices
Proficient in root cause analysis and incident response methodologies
Previous experience in on-call support for production systems
Bachelor's degree in Computer Science or related field
Preferred Qualifications:
Certifications in AWS and relevant cloud-native technologies
Prior experience with New Relic
Prior experience with SumoLogic
Our Benefits:
At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:
Flexible work options – Choose what works for you with hybrid schedules, work-from-home flexibility, and the option to collaborate onsite in our state-of-the-art Galway office.
Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement.
Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan.
Annual bonus program – Be rewarded for your impact and contributions.
Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports.
Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future.
Family-friendly policies – Generous paid maternity and paternity
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.