Job Description
Job Description
Insight Global is looking 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
- 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 mo...