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Senior Engineer - Infrastructure & Observability

Hybrid in Madrid·Added today (last checked 4 Nov)

Mapfre

88 open roles

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Our summary

Hours: Jornada intensiva in summer
Work mode: Hybrid, Madrid
English: Required
Experience: 5+ years
Education: University degree
Benefits: Private health insurance, life insurance, flexible pay plan

Visa options

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Skills

This job advert was originally written in Spanish.

Requirements

What we're looking for

Degree in Computer Engineering, Telecommunications, or similar fields.
Good level of English to collaborate with international teams.
More than 5 years of experience performing similar functions in large organizations.
Deep knowledge of the Genesys Cloud platform (Architect, Routing, Queues, Skills, Workforce Management, Data Actions, and Trunk SIP).
Knowledge in Session Border Controller administration. Preferably AudioCodes, Oracle, and Ribbon.
Knowledge of Python, PowerShell.
Configuration of SIP trunks with carriers or third parties.
Integration between systems via API.
Knowledge of networking (TCP/IP, Jitter, latencies, packet loss, TLS, etc.).
Must know how to interpret network captures obtained with tools such as Wireshark, TCPDump, or SIP Ladder.
Knowledge of monitoring tools such as Grafana or Zabbix.
Automation using Genesys APIs.
End-to-end Change process management.
MySQL, MariaDB, or PostgreSQL. Management of backups and replicas.
Management of microservices deployed in the Cloud. Azure and AWS.

Nice to have

Ability to manage complex environments and coordinate multiple technologies and platforms in a single Data Center ecosystem.
Analytical thinking and problem-solving skills in the Contact Center field.
Automation and orchestration skills for Contact Center platforms, improving operational efficiency.
Ability to work in a team and collaborate with multidisciplinary teams.
Technical communication skills to interact with both technical and non-technical stakeholders.
Commitment to continuous learning of new technologies and process improvement.
Ability to work under pressure and manage critical incidents.
Ability to work effectively with own initiative.
Ability to work effectively in a team.

Pay & benefits

What you'll get

Flexible working hours and remote work options to help you balance your professional and personal life.

A flexible compensation package that includes: meal vouchers, childcare vouchers, medical insurance, life insurance, employee discounts, and more. And if you live in Madrid, a company shuttle bus is available to get you to the office.

Access to an attractive pension plan.

Discounts on the products and services offered by our company.

Summer intensive schedule.

You'll be in charge of your own learning journey, with access to thousands of resources to keep advancing your technical expertise. Plus, you'll receive an additional €1,100 per year to further develop your skills.

The opportunity to participate in volunteer projects.

A great place to work! We're ranked among the 50 best companies to work for in Spain according to Forbes magazine.

We are diverse, and that makes us unique!

The role

Do you like challenges and projects that make a real difference? Well, we have fresh news: at Mapfre Tech we are looking for a Senior Engineer specialized in the Contact Center field, responsible for guaranteeing the availability, performance, and scalability of Contact Center technological platforms through automation, proactive monitoring, incident management, and continuous improvement of infrastructure and critical services, ensuring compliance with the service levels committed to the business.

What you'll do

Review and Analyze the configurations applied in the Genesys Cloud platform in order to optimize platform performance.
Identify points of failure and eliminate them.
Define operating standards; that is, create best practice procedures, disseminate them within the organization, and ensure compliance.
Design high availability and disaster recovery mechanisms. This includes the organization, execution, and dissemination of DR test results. Additionally, follow up on incidents arising until their resolution.
Lead the technical response to critical incidents and service degradations.
Troubleshooting of incidents affecting any element of the ecosystem that makes up the Contact Center Platform (Genesys Cloud, Lambda, Eventbridge, and other AWS microservices).
Eliminate repetitive manual tasks through scripting and automation, helping Operations by improving response times.
Knowledge of Artificial Intelligence: Models, LLMs, Machine Learning, prompting, agents, and especially AI integrations in Contact Center environments.
Manage integrations with telecommunications operators and other systems, whether corporate or otherwise.
Preparation of manuals and/or operating instructions for handover to the Operations Service.
Manage updates, patches, and preventive maintenance activities.
Collaboration in the definition of metrics, alerts, and dashboards for the monitoring of Genesys Cloud environments as well as microservices deployed in AWS.
Implement infrastructure, application, and service monitoring tools, integrating information received from different sources into a centralized platform.
Construction of Dashboards reflecting all relevant information that helps both Operations and the business.

How you'll work

Las Tablas, Madrid.

Hiring process

3 steps4 interviews

First point of contact
With recruitment team
Starts from your application, LinkedIn, or a call from the recruitment team or a partner agency; a first conversation about you and the open opportunities.
Interview with Human Resources
With HR team
Conversation about your interests, experience, skills and how you approach challenges, plus your questions about Mapfre.
Technical interview
With the team · 1–2 sessions
One or two interviews with the team to assess technical skills and explain the day-to-day of the role.

About Mapfre

Mapfre is a global insurance company headquartered in Madrid, Spain, with a strong presence in the insurance and reinsurance markets across Europe, the Americas, and Asia. It offers a wide range of products including life, health, auto, and home insurance, and operates through multiple brands such as Verti. With over 30,000 employees worldwide, Mapfre is one of the largest Spanish multinationals in the insurance sector.

In Spain, Mapfre has its main offices in Madrid and Barcelona, with a significant network of commercial offices across the country. The company is known for its strong corporate culture, focus on digital transformation, and investment in technology and data analytics. For international professionals, Mapfre offers opportunities in areas like data science, cybersecurity, cloud architecture, and finance, with a work environment that values innovation and professional development.

Industry: Insurance
Founded: 1933
Employees: 10,000–50,000
Headquarters: Madrid, Spain
In Spain: Madrid, Barcelona

Good to know if you are moving

Mapfre is headquartered in Madrid, Spain, and has a large presence in Barcelona and other Spanish cities.
The company offers roles in English and Spanish, with many technical positions in data, cloud, and cybersecurity.
Mapfre has a strong commitment to digital transformation, investing in AI, data analytics, and cloud infrastructure.
International hires may find opportunities in the company's global operations, especially in Latin America and Europe.
The company provides a stable work environment with a focus on long-term career development.

In their own words

Additional information

All selection processes at Mapfre are conducted under the principle of EQUAL OPPORTUNITIES and NON-DISCRIMINATION, with the APTITUDES and PERSONAL AND PROFESSIONAL MERIT of the candidate being the criteria on which the final selection for the position is based.

We create work environments that value diversity and are free from discrimination based on sex, race, ideology, religion, sexual orientation, age, nationality, disability, or any other personal, physical, or social condition.

You can consult our Diversity and Equal Opportunity policy: politica-de-diversidad-e-igualdad-de-oportunidades.pdf (mapfre.com)

By applying to this job offer, you are informed and consent to the processing by Mapfre of the personal data you have voluntarily provided through this platform. If you provide personal data of third parties other than yourself, you guarantee that you have obtained and have their prior consent to share their data and that you have informed them accordingly.

Mapfre, as the data controller, will process your data solely for the purpose of managing your participation in selection processes, for which profiles may be created and automated decisions may result from the processing of your data. In order to manage your participation in various selection processes within Mapfre Group companies, subsidiaries, investees, and Fundación Mapfre, your data may be shared with these entities and may be subject to international transfer.

You can consult additional data protection information at MAPFRE in https://www.mapfre.com/corporativo-es/clausulas/RRHHseleccion.pdf where we indicate where to exercise your rights of access, rectification, erasure, restriction, objection, and portability of your personal data.

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