About this role

Drive operational excellence, observability, and intelligent automation for mission-critical contact center applications
Lead initiatives to advance observability, automation, and operational efficiency
Collaborate with engineering and business leaders to prioritize and resolve issues impacting associate experience
Implement automation and self-service capabilities to reduce manual intervention and improve reliability
Establish and track SLIs/SLOs to measure and optimize system performance
Communicate progress, outcomes, and technical concepts clearly to senior leadership and stakeholders

10+ years in technology operations, systems engineering, or production support leadership
Deep expertise in IT Service Management (ITSM), incident/problem management, and operational process optimization
Advanced knowledge of observability and monitoring tools (OTEL, Splunk, DataDog, Prometheus, Grafana)
Experience leveraging AI and automation to drive efficiency and reliability
Proficiency in scripting and automation (Python, Bash, PowerShell, or similar)
Strong understanding of On-Prem and Public Cloud (AWS/Azure/GCP) environments
Familiarity with networking, load balancing, and security fundamentals
Agile and DevOps mindset with experience in CI/CD and operational automation
Optional certifications: ITIL, AWS, SRE-related credentials

Principal AI Site Reliability Engineer, EI Production Services

Key skills