Senior Technical Support Specialist

Job Summary

Site Reliability Engineer (Enterprise Customer Contact)

​At ANZ our purpose is to shape a world where people and communities thrive and to achieve. We are seeking a highly talented** Site Reliability Engineer (SRE)to join our Enterprise Customer Contact Hub** with expertise in** AWS Connect** and** Contact Centre** to ensure the reliability, scalability, and performance of our cloud-based customer engagement solutions. Our mission is to centralise customer interactions and the deployment of advanced analytics and AI capabilities.

​The ideal candidate will have strong experience in AWS services, automation, monitoring, and incident response with a focus on delivering high availability and operational excellence for contact centre platforms.

​Who are you?

• ​A team player

• ​A Growth Mindset

• ​Customer’s greatest fan

• ​Committed to continuous improvement

• ​Committed to your own and other’s growth

• ​A Problem Solver

• ​Risk Savvy

Key Responsibilities

What a typical day might look like?

​As the “SRE (Engineering)”,

• ​Provide incident management support for AWS Connect and AWS Services

• ​Monitor & optimise capacity and performance of Enterprise Customer Contact (operational) Platform, tools and assets proactively

• ​Maintain Service Availability to meet business requirements

• ​Ensure services are secured by managing risk controls and meeting regulatory and operational compliance requirements.

• ​Perform asset lifecycle management activities

• ​Participate in the daily stand-up/print planning with engineering and operations teams to discuss priorities, ongoing issues fix and platform health status

• ​Work on automating repetitive tasks using scripts, Infrastructure as Code tools

• ​Collaborate with developers and DevOps team to optimize CI/CD pipelines and ensure smooth deployments-migration for AWS Connect configurations

• ​Troubleshoot contact centre issues, such as call routing or IVR performance, workflows and implement fixes.

• ​Analyze metrics, traces, and logs using CloudWatch, Splunk, or Dynatrace with log insights and trace data to enhance system reliability.

• ​Engage in incident response, raise service requests with vendor/applications if any critical issues or problem arise, performing root cause analysis and update knowledge base with the documentation.

• ​Prioritize efforts on strengthening observability and eliminating repetitive operational tasks.

• ​Documentation and knowledge sharing with the team

Skill Requirements

What you bring to the role as the Site Reliability Engineer?

​The role is integrated in alignment with engineering disciplines to be an integral part of the Operational teams, accelerating risk reduction and delivery. Experience working in Engineering/Operations to support AWS Cloud, Monitoring, Service Level Management, Infrastructure-as-a-Code and CI/CD is must.

Other Requirements

Technical experience:

​Experience in the following areas is desirable:

• ​Minimum of 5 years experience working as a Site Reliability Engineer

• ​Experience working with Agile, Lean and/or Continuous Delivery approaches.

• ​Knowledge on DevOps tools and standards.

• ​Passionate about secure coding practices, Software Engineering, contact centre migration and API Based applications support.

• ​Focus on compliance frameworks and standards.

• ​Strong hands-on experience with AWS Connect and related AWS services (Lambda, DynamoDB, S3, CloudWatch, IAM).

• ​Experience with contact centre technologies (IVR, ACD, CTI, call routing, workforce management).

• ​Proficiency in Infrastructure as Code (Terraform, CloudFormation).

• ​Experience with CI/CD pipelines (GitHub Actions, Codefresh), JIRA, Service Now & Qliksense.

• ​Knowledge of monitoring and alerting (observability).

• ​Familiarity with incident management and SRE principles (SLIs, SLOs, SLAs).

• ​Strong troubleshooting and problem-solving skills.

• ​Strong communication and collaboration skills.

• ​Ability to work in a fast-paced, agile environment.

• ​Ownership mindset and proactive approach to reliability.