GCP SRE Lead-Contact Center
Are you an experienced Site Reliability Engineer with GCP and CCaaS expertise? Apply Now!
Working with one of our top financial clients, this role calls for a GCP SRE Lead-Contact Center. This position involves supporting the reliability, performance, and operational stability of a Google Contact Center AI environment, primarily on GCP. The role is essential for maintaining high availability as the platform scales from supporting approximately 1,500 agents to around 13,000 agents, ensuring seamless customer experiences across voice, chat, and virtual assistants. Candidates should be technically self-sufficient, proactive, and capable of leading complex investigations without direct people-management responsibilities.
Pay rate range (CAD): $75.00/hr – $82.00/hr
Responsibilities
- Monitor and maintain production systems on GCP and Google CCAI platforms
- Conduct incident management, triage, investigations, and root-cause analysis
- Troubleshoot customer experience issues across voice, chat, and virtual assistant channels
- Establish and maintain comprehensive end-to-end observability using Cloud Monitoring, Cloud Logging, metrics, traces, and logs
- Analyze system performance and recommend improvements for reliability, scalability, and resiliency
- Configure alerts, health checks, escalation processes, and operational monitoring tools
- Collaborate with engineering and operations teams on releases, deployments, and production changes
- Document system configurations, operational procedures, and knowledge transfer materials
- Proactively identify potential issues in production environments and drive resolution strategies
- Assist in standardizing SRE practices and operational procedures across the environment
- Lead technical investigations, provide knowledge transfer, and establish best practices without direct managerial responsibilities
Desired Skill-Set
- Proven experience supporting Contact Centre as a Service (CCaaS) deployments or transformations
- Hands-on experience with GCP services such as Compute Engine, GKE/Kubernetes, Cloud Monitoring, Cloud Logging, and Cloud Storage
- Strong incident management, troubleshooting, and root-cause analysis capabilities
- Ability to independently investigate complex production issues and drive resolutions
- Proficiency in Python for automation, troubleshooting, and pipeline support
- Experience building end-to-end observability in cloud environments
- Knowledge of CI/CD pipelines and DevOps practices
- Deep understanding of system metrics—including CPU, memory, network, disk, logs, and application dependencies
- Over 10 years of overall IT experience, with more than 5 years in DevOps/SRE roles
- Relevant Google Cloud certifications (e.g., Google Professional Cloud Architect) is a plus
- Telecommunications or large-scale customer service technology experience is helpful but not mandatory
Nice to Have
- Google Professional Cloud Architect certification or equivalent advanced GCP certification
- Broader GCP ecosystem expertise
- Experience supporting virtual assistants, voice, chat, and customer experience platforms
- Background in application development supporting cloud troubleshooting and Python pipeline automation
- Experience working in high-volume, large-scale production environments during platform scaling or transformation
BeachHead is an equal opportunity agency and employer. We advocate for our candidates and welcome applicants regardless of race, color, religion, national origin, sex, age, or physical or mental disability. BeachHead or our clients may use technology-enabled tools, including automation and artificial intelligence (AI), to support parts of the recruitment process such as resume screening, application management, and candidate matching. These tools assist our recruiters and our clients, and do not replace human decision-making. This job posting represents a current or anticipated vacancy. The position may be filled at any time, and the posting may be removed without notice once the role has been filled.