Who Can Apply
- Candidates must be legally authorized to work in Canada
Job Description
Insight Global is look for a Site Reliability Engineer/ Implementation Lead to support a CCaaS transformation program. The role will focus on implementing monitoring solutions across a distributed, SaaS-based contact center environment, including integrations, APIs, and vendor-managed platforms.
Responsibilities include the below:
-Define and implement monitoring across CCaaS components (IVR, routing, integrations, agent client, dialer)
-Configure and implement monitoring solutions in Splunk and Dynatrace
-Onboard application logs and telemetry into Splunk
Configure Dynatrace OneAgent, key requests, and service flows
-Implement synthetic monitoring for critical flows where telemetry is limited
-Identify observability gaps and define mitigation approaches
-Build dashboards and alerting to support operational monitoring
-Work with application teams, vendors, and architects to align on monitoring requirements
-Support testing and validation of monitoring before production rollout
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
-Strong experience with Splunk (log ingestion, parsing, dashboards, correlation, SPL)
-Experience with Dynatrace (OneAgent, service flow, key requests, APM)
-Experience in application and API monitoring
-Understanding of distributed systems and integrations
-Experience working in SaaS / cloud environments
-Experience with Observability Implementations, Strategy and Design
-Strong troubleshooting and analytical skills
Nice to Have Skills & Experience
-Contact center / CCaaS experience (Genesys Cloud preferred)
-Experience with synthetic IVR monitoring tools (Cyara, Hammer, etc.)
-Knowledge of telephony / SIP / call flows
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.