Senior DevOps Engineer for Call Center Platform (Amazon Connect)

About Kunai

Kunai builds full-stack technology solutions for banks, credit and payment networks, infrastructure providers, and their customers. Together, we are changing the world’s relationship with financial services. At Kunai, we help our clients modernize, capitalize on emerging trends, and evolve their business for the coming decades by remaining tech-agnostic and human-centered.

Project Overview

We're assembling a high-impact engineering team to enhance our client's contact center platform—specifically modernizing their Amazon Connect environment and launching observability tracing capabilities across a complex infrastructure. This project will significantly improve call center platform reliability, customer experience, and operational visibility.

The team will consist of:

• 2 Senior Engineers with strong cloud-native, DevOps, and observability experience
• 1 Architect/Lead who can drive architectural decisions, meet with stakeholders, and ensure delivery excellence

Responsibilities

• Design, implement, and maintain scalable infrastructure to support Amazon Connect and Contact Lens
• Improve reliability and performance of large-scale Kubernetes-based environments
• Deploy and tune observability solutions to ensure full tracing across services
• Implement SRE best practices (SLIs/SLOs, incident response, runbooks)
• Write automation scripts and integrations (Python or TypeScript)
• Collaborate with cross-functional teams, including platform, security, and customer service ops

For the Director-Level Role:

• Provide technical leadership and architectural guidance across the project
• Serve as the main interface with internal leadership and stakeholders
• Define and drive roadmap for observability and reliability improvements
• Mentor engineers and ensure project milestones are achieved
• Lead incident response retrospectives and foster a culture of continuous improvement

Required Skills & Experience (across the team)

We’re hiring holistically across the following skill sets. Individual candidates do not need all of them—team composition will be designed to balance these needs:

• Experience with Amazon Connect and Contact Lens (or similar cloud call center platforms)
• Familiarity with observability tooling: DataDog, Dynatrace, New Relic, Splunk, or open-source stacks
• Experience implementing distributed tracing and monitoring pipelines
• Strong Kubernetes experience in production environments (GKE, EKS, or similar)
• Experience in DevOps tooling, automation, and deployment pipelines
• SRE mindset: SLAs/SLOs, reliability engineering, and infrastructure scaling
• On-call/incident management history is a plus
• Solid scripting in Python or TypeScript
• Experience with Infrastructure as Code (Terraform, Helm)

Nice to Have

• Prior experience working with large-scale FinTech companies
• Experience integrating call center metrics into customer analytics platforms
• Familiarity with voice and conversational AI analytics

Our Culture and Benefits

Our success over the past 20 years is rooted in our exceptional team, which thrives in a culture of collaboration, creativity, and continuous learning. We are proud to offer our employees a range of benefits, including competitive compensation, professional development opportunities, and flexible work arrangements, all designed to help them thrive. As we continue to expand, we remain committed to cultivating an environment where people feel valued, have a voice, and are given the tools to grow—both personally and professionally—while pushing the boundaries of innovation in the fintech industry.