Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

The Service Reliability discipline is at the cutting edge of DevOps and cloud-native architecture. Our mission is to systematize reliability and recoverability across hundreds of services running at massive scale. Genesys Cloud is in hypergrowth; Service Reliability Team is a handful of engineers inventing the tools and techniques to enable our teams to keep up with the demand for our platform.

What you will need to be successful in this role:

You will need to have a solid understanding of multi-tenanted microservice architecture and development. You will need Production First Mindset. You will also need to have strong problem-solving skills which will enable you to make valued contributions to our team and software platform. You need to keep up to date with the latest trends in cloud technology, especially as it applies to the AWS platform and its growing feature set. Being detail orientated and collaborative will also ensure your success in this role.

Key Responsibilities:

Consult with internal teams, assisting with implementation of microservices on AWS to ensure reliability and performance
Develop and integrate microservice design patterns to enhance system resilience
Conduct root cause analysis for incidents, addressing issues promptly to maintain system reliability
Collaborate with teams to ensure cloud-native best practices and standards are upheld
Design & host Game Day’s to test and validate our disaster recovery playbooks, sharing findings through documentation and discussions with internal teams
Utilize AWS services to optimize resource utilization, scalability, and cost efficiency
Champion observability and monitoring practices to identify and mitigate potential issues proactively
Participate in on-call rotations, responding to incidents and contributing to post-incident analysis

Required Experience:

Proven experience in designing and implementing cloud-native microservices
Expertise in software development and hands-on experience with AWS services
Strong understanding of resilience engineering principles, including microservice design patterns
Experience working with two or more programming languages (example; java, python, typescript, go)
In-depth knowledge of distributed systems and multi-tenancy best practices
Proficient in root cause analysis and incident response methodologies
Previous experience in on-call support for production systems
Effective communicator, capable of articulating complex ideas with clarity and actively listening to understand others.

Desired Experience:

Certifications in AWS and relevant cloud-native technologies
Amazon Q or bedrock experience
DevOps experience

Our Benefits:

Flexible work schedules and work-from-home options
Development and career growth opportunities
Excellent pension scheme
Bonus scheme
Health Insurance
Income Protection & Life Assurance

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Senior Software Engineer, Service Resiliency

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