IVR / Contact Centre Solution Architect with Amazon Connect

Join our client's  mission to deliver seamless, reliable digital experiences that reach millions worldwide. As a Site Reliability Engineer, you'll be at the forefront of ensuring our platform remains fast, resilient, and secure—making a direct impact on how people connect, create, and collaborate.

Overview
In this pivotal role, you will build and maintain the reliability of Adobe’s high-traffic, content-driven website infrastructure. You'll lead efforts to monitor, troubleshoot, and optimize our delivery surface—covering everything from CDN configurations to incident management—while shaping the future of our operational resilience and performance practices. This is your chance to innovate in a fast-paced, collaborative environment, with a focus on establishing foundational reliability processes from the ground up.

What You Will Do and Achieve

• Own application support, incident management, and escalation paths, ensuring quick resolution and minimal disruption.
• Lead the design and operation of change management processes that align with both internal controls and business needs, including release pipelines and rollback strategies.
• Develop and execute disaster recovery plans, including restoring content sources, CDN configurations, and certificates with tested, rehearsed procedures.
• Define and enforce service level objectives, using telemetry from real user monitoring, synthetic testing, and CDN logs to ensure performance and availability standards.
• Collect, maintain, and provide operational evidence to meet regulatory and compliance requirements for the platform.
• Build, automate, and refine observability dashboards and monitoring tools—such as Core Web Vitals, capacity metrics, and synthetic tests—to proactively manage platform health.
• Collaborate across teams to support compliance, risk management, and vendor escalations effectively.

Must-Have Skills

• Substantial experience supporting high-traffic enterprise websites behind a CDN, with deep expertise in CDN configuration (Akamai, Cloudflare preferred).
• Practical web application firewall experience, including tuning false positives and bot management.
• Strong foundation in observability: defining SLAs, error budgets, and building monitoring from logs, real-user data, and synthetic tests.
• Proficiency in web performance & front-end technologies (JavaScript, CSS) and ability to analyze waterfall diagrams.
• Hands-on experience with Git-based CI/CD pipelines, infrastructure as code, and incident command during customer-facing outages.
• Ability to operate effectively in regulated environments, managing change control, audit, and third-party risks.

Nice-to-Have Skills

• Experience with vendor or SaaS platform reliability management.
• Familiarity with Adobe Experience Manager Edge Delivery or similar.
• Exposure to financial or regulated sectors, bilingual site delivery, and accessibility/SEO considerations.
• Automation skills in Python, Java, or JavaScript.

What We Offer
This is a build-and-run role focused on establishing a resilient, scalable platform. Expect to develop critical operational practices while working with a team committed to innovation, inclusion, and excellence.

Ready to make a difference? Apply now to advance your career at Adobe where your expertise keeps the digital world moving smoothly.