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 monitoring requirements