Software Engineering Lead

Primary Responsibilities:

• Design, implement, and maintain contact center solutions, including Genesys IVR systems
• Configure and manage monitoring tools such as Splunk, Zabbix, Grafana, and Dynatrace for proactive system health checks
• Integrate AI-based solutions for call routing, voice analytics, and predictive monitoring
• Support operations for contact center services and ensure high availability and performance
• Manage CI/CD pipelines using Jenkins and GitHub Actions for deployment automation
• Collaborate with cross-functional teams to ensure smooth integration with public cloud platforms (Azure, Google Cloud, AWS)
• Develop and maintain scripts for automation and operational efficiency
• Monitor enterprise applications across cloud and on-prem environments
• Participate in Agile ceremonies and contribute to continuous improvement initiatives
• Provide technical leadership and mentor junior team members
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Bachelor's degree or equivalent experience
• 8+ years of IT experience in contact center or Genesys IVR
• 3+ years of experience with monitoring tools (Splunk, Zabbix, Grafana, Dynatrace APM)
• 3+ years of operations experience in contact center services
• 3+ years of Jenkins & GitHub Actions CI/CD experience
• 2+ years of experience with public cloud platforms (Azure, Google, AWS)