Site Reliability Engineer (SRE)

Avensys Services is a reputed global IT professional services company headquartered in Singapore. Our services include enterprise solution consulting, business intelligence, business process automation, and managed services. Given our decade of success, we have become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

We are currently looking to hire a Site Reliability Engineer (SRE) . This is an exciting opportunity to expand your skill set and achieve job satisfaction and work-life balance. I've included more details below.

Role Overview

We are seeking a highly skilled Site Reliability Engineer (SRE) to lead the reliability, scalability, and performance of our operations. You will be the primary owner of the AWS cloud infrastructure and the end-to-end DevOps pipelines. Your mission is to treat operations as a software problem, automating away manual toil and ensuring our AWS environment delivers a seamless experience for both agents and customers.

Key Responsibilities

1. AWS Connect & Service Desk Reliability

- Infrastructure Management: Design, deploy, and maintain the AWS Connect ecosystem, including Contact Flows, Lambda integrations, Lex Bots, and claim phone numbers using Infrastructure as Code (Terraform/CloudFormation).

- Service Availability: Maintain the always-on state of the service desk. Manage voice and chat channel reliability, ensuring low latency and high audio quality.

- Integration Support: Oversee the reliability of integrations between AWS Connect and ITSM tools (e.g., ServiceNow, Jira Service Management, or Salesforce).

- Capacity Planning: Proactively monitor and scale telephony quotas, concurrent tasks, and backend compute resources to handle peak service desk traffic.

2. Cloud Infrastructure & Security

- AWS Foundation: Manage core AWS services supporting the platform (EC2, ECS/EKS, S3, Lambda, DynamoDB, and VPC networking).

- Security & Compliance: Implement IAM least-privilege policies, encrypt data at rest/transit (KMS), and ensure the platform meets industry standards (SOC2, HIPAA, or PCI-DSS if applicable).

- Cost Optimization: Monitor cloud spend and implement FinOps practices to optimize AWS Connect and infrastructure costs.

3. DevOps & CI/CD Pipeline Engineering

- Pipeline Ownership: Build and maintain robust CI/CD pipelines (GitLab CI, GitHub Actions, or Jenkins) to automate the deployment of Lambda functions, Lex bots, and infrastructure changes.

- Automated Testing: Integrate automated testing into the pipeline to validate contact flow logic and API integrations before they hit production.

- Reliability as Code: Standardize deployment patterns to ensure environment parity between Sandbox, Staging, and Production.

4. Observability & Incident Response

- Monitoring & Alerting: Develop comprehensive dashboards and alerts using CloudWatch, X-Ray, and third-party tools (Grafana, Datadog, or Splunk) to track SLIs.

- Incident Management: Lead troubleshooting for critical production outages. Conduct blameless post-mortems to identify root causes and prevent recurrence.

- Error Budgets: Define and manage Service Level Objectives (SLOs) and Error Budgets for the service desk platform.

Qualifications

Technical Skills:

- AWS Expertise: Deep knowledge of AWS Connect (Contact Flows, CTRs, CCP customization) and general AWS services (Lambda, DynamoDB, S3, IAM).

- Infrastructure as Code (IaC): Proficient in Terraform (preferred), CloudFormation, or AWS CDK.

- CI/CD Tools: Experience building pipelines in GitLab, GitHub Actions, or AWS CodePipeline.

- Programming: Strong scripting skills in Python or Node.js (specifically for AWS Lambda development).

- Observability: Hands-on experience with AWS CloudWatch, Kinesis (for stream analysis), and logging stacks (ELK or Splunk).

Experience & Education:

- 3+ years of experience in an SRE or DevOps role.

- 2+ years of hands-on experience specifically with Amazon Connect or similar CCaaS (Contact Center as a Service) platforms.

- Experience supporting high-volume Service Desk or Call Center environments.

- Preferred Certifications: AWS Certified DevOps Engineer - Professional or AWS Certified SysOps Administrator

WHAT'S ON OFFER

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to [Confidential Information]. Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS

Consultant Name: Zayn Atif

Privacy Statement: Data collected will be used for recruitment purposes only. Personal data provided will be used strictly in accordance with the relevant data protection law and Avensys Services privacy policy.