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 monitoring requirements
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 monitoring requirements