Cloud Engineer - 5+yrs - SRE, Cloud Operations, DevOps / Platform Engineering

Meet the Team The Webex Contact Center team builds and operates a global, cloud-native customer-experience platform that helps organizations connect with their customers across voice and digital channels. Our services support business-critical customer interactions across multiple regions. Within Webex Contact Center, our Cloud Operations and Site Reliability Engineering team is responsible for the availability, performance, and operational health of shared AWS and Kubernetes platforms. We work closely with application engineering, infrastructure, security, and architecture teams to operate production services, improve observability, automate operational work, and make deployments safer.

We are a collaborative team that learns from incidents and supports one another during operational challenges. If you enjoy troubleshooting production systems and turning recurring problems into automation, we would be excited to hear from you! Your Impact As a Cloud Engineer and Site Reliability Engineer, you will help us operate and improve the AWS- and Kubernetes-based platforms supporting Webex Contact Center. Together, we will monitor service health, investigate application and infrastructure failures, restore service during incidents, and implement improvements that prevent recurrence.

You will participate in a shared on-call rotation and use PagerDuty, logs, metrics, traces, Kubernetes events, and infrastructure signals to understand customer and service impact. You will contribute to incident coordination, root-cause analysis, blameless post-incident reviews, and corrective actions that reduce recovery time and alert noise. You will use Python and Terraform to automate infrastructure provisioning, deployment validation, Kubernetes lifecycle activities, recovery procedures, and repetitive operational work. You will also help improve release safety through automated health checks, progressive delivery, rollback, and tested recovery procedures.

Working with application and platform teams, you will improve logging, monitoring, and alerting using technologies such as Grafana, VictoriaMetrics, Splunk, OpenSearch, Elasticsearch, and CloudWatch. You will help define meaningful service-level indicators and objectives, improve capacity and performance, and create dashboards, runbooks, and troubleshooting procedures that make our services easier to operate. Success in this role means our services consistently meet their reliability objectives, incidents are detected and resolved faster, deployments become safer, and recurring operational problems are addressed through engineering and automation.

Minimum Qualifications

Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field, plus 5 years of relevant experience; a master’s degree plus 3 years of relevant experience; or equivalent practical experience. Experience operating and improving business-critical production services, cloud infrastructure, or distributed applications in Site Reliability Engineering, cloud operations, DevOps, or platform engineering. Experience operating and troubleshooting production Kubernetes environments, preferably Amazon EKS, including Linux, containers, networking, storage, configuration, secrets, health probes, and resource management. Experience diagnosing application and infrastructure failures using logs, metrics, traces, Kubernetes events, network behavior, dependency information, and deployment history.

Experience with AWS infrastructure and services such as VPC networking, IAM, load balancing, S3, and CloudWatch, along with Python and Terraform automation. Experience using Git and supporting CI/CD pipelines, automated testing, production deployments, health validation, and rollback. Experience participating in an on-call rotation and responding to production incidents, including triage, service restoration, communication, root-cause analysis, and corrective actions.

Preferred Qualifications

Experience creating actionable dashboards, alerts, service-level indicators, service-level objectives, and error-budget practices for customer-facing services. Experience with observability technologies such as Grafana, VictoriaMetrics, Splunk, OpenSearch, Elasticsearch, Prometheus, or CloudWatch. Experience troubleshooting Istio-based service communication and Kafka-based distributed services. Experience using PagerDuty or a comparable incident-management platform and improving escalation, incident-coordination, and alerting practices.

Experience with Helm, Kustomize, Argo CD, GitLab, Jenkins, or comparable Kubernetes delivery technologies. Experience improving the availability, scalability, capacity, performance, disaster recovery, or cost efficiency of distributed cloud services. Experience leading incident investigations, operational-readiness reviews, or reliability improvements and helping other engineers develop production-support skills. Clear written and verbal communication skills, including experience creating runbooks, troubleshooting guides, operational procedures, and incident reports.

Experience using AI-assisted engineering tools for code analysis, test development, incident investigation, documentation, or change-impact analysis. Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds.

These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale.

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