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 vali...