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...