Reliability Engineer (Claims and Ops - Contact Center)

About Us:

We deal in Property and Casualty insurance, employee benefits and mutual funds. One of the largest insurers in the United States with many decades of expertise, we're widely recognized for our service excellence, sustainability practices, trust, integrity and innovation.

Position Overview

As a key member of the Reliability Engineering team supporting the Customer Experience Platform, you will design and implement services that standardize and optimize cloud environments for high availability and scalability. You will build reusable architectures and services that accelerate development velocity for agile teams, ensuring robust, fault-tolerant, and operator-friendly solutions. Your work will enable seamless integration of Contact Center technologies and Voice Bots, driving exceptional customer experiences.

Key Responsibilities

• Cloud Standardization & Architecture
• Identify, drive, and implement services to standardize cloud environments across the enterprise.
• Build reusable architectures and services that can be leveraged by agile teams to improve development velocity.
• Ensure applications follow best practices for fault tolerance, separation of duties, observability, and operational simplicity.
• Contact Center Platform Advancements
• Design and operationalize cloud solutions that integrate contact center platforms (Core AWS, Amazon Connect, and 3rd party tools).
• Build subject matter expertise in conversational AI and voice automation within customer engagement workflows.
• Advise on scalability and development opportunities to enhance customer experience capabilities.
• Cloud Compliance & Optimization
• Deliver tooling and capabilities for cloud compliance, metrics, reporting, and cost management.
• Translate business requirements into secure, scalable cloud solutions aligned with enterprise architecture principles and guardrails.
• DevSecOps & Agile Practices
• Apply DevSecOps principles and Agile methodologies to build immutable infrastructure using Infrastructure as Code (IaC).
• Champion automation and programmable infrastructure for enterprise-grade deployments.

Required Skills & Experience:

• Minimum 4+ years of software development or data engineering experience (Python, Nodejs, Go, or Java).
• 2+ years of operating production workloads in cloud infrastructure (Cloud formation or Terraform).
• Experience in AWS Cloud, CI/CD DevOps and exposure to IAC deployments and build quality code.
• Proven experience with SDLC, Agile, and iterative deployment practices.

Nice to Have

• Experience with large-scale application and business process cloud re-imaging.
• Exposure to cross-account code promotion best practices.
• Knowledge of cloud security best practices, IAM, and regulatory compliance.
• Practical application of DevSecOps and Agile methodologies.
• Cloud certifications required (AWS, Azure, or GCP).