Senior Site Reliability Engineer (Platform Engineering)

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. Medellin, Colombia Hybrid model (2 days per week at the office) About the role We’re hiring a Senior SRE for a Platform Engineering team inside NICE/LiveVox. This is a builder / owner role: you’ll design and evolve the AWS platform foundations that product engineering teams rely on to run services safely and efficiently. This is not a ticket-queue operations job. We’re looking for someone who enjoys ambiguous problems, makes sound engineering decisions, and builds automation to reduce toil long-term. What you’ll do (Key Responsibilities) Own platform reliability outcomes across AWS: availability, latency, resiliency, and operational readiness. Design and implement platform foundations (IAM, networking, compute, deployment patterns, and guardrails) that enable teams to build safely at scale. Build infrastructure automation using IaC (Terraform) and CI/CD workflows that improve repeatability and reduce manual work. Lead incident response for platform-level issues (detection → mitigation → root cause analysis → permanent fixes) and drive measurable prevention. Improve observability and operational maturity (metrics, logs, traces, SLOs, alert design) with a bias toward actionable signals. Partner with engineering teams to improve service design, deployment safety, and runtime behavior through pragmatic reviews and mentoring. Document and standardize platform patterns, runbooks, and decision records so the system gets easier to operate over time. What we’re looking for We’re not looking for a specific background as much as strong ownership and technical judgment. You’ll be successful here if you are comfortable being the person who says: “Here’s the tradeoff, here’s the decision, here’s how we’ll measure if it worked.” Minimum qualifications 5+ years in SRE / Platform Engineering / Infrastructure Engineering (or similar) Strong experience operating services in AWS in production Strong Linux fundamentals and troubleshooting skills (used for engineering judgment, not ticket processing) Experience building automation with Infrastructure as Code (Terraform strongly preferred) Fluency with at least one language used for automation (Python, Go, or similar) Clear written and verbal communication (you can explain complex operational topics without drama or vagueness) Preferred qualifications Experience designing multi-account AWS environments, governance controls, and secure-by-default patterns Deep familiarity with Kubernetes, ECS/Fargate, or other production orchestration platforms Experience with SLO-based reliability , alert tuning, and reducing operational noise Experience mentoring engineers or leading reliability efforts across teams This role is a good fit if you… Prefer engineering fixes over repeating manual work Can work with incomplete information and still make good decisions Enjoy building “paved roads” (platform standards) that teams can use independently Are curious, self-directed, and comfortable taking ownership without needing constant direction This role is probably not a fit if you… Want a role primarily focused on helpdesk-style support, routine ticket queues, or “keep the servers patched” operations Prefer clearly defined tasks over designing solutions in ambiguous situations Avoid cross-team collaboration, tradeoff conversations, or writing down decisions (That’s not a judgment — it’s just not this job.) #LI-Hybrid About NiCE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monit