Customer Experience Observability Engineer

We are seeking a Customer Experience Observability Engineer to ensure flawless digital experiences by making performance visible and actionable. This role focuses on designing and implementing observability frameworks across mobile apps, web platforms, APIs, and backend systems. You will leverage advanced logging, tracing, and monitoring tools to capture real-time performance data, proactively identify issues, and optimize reliability-all while aligning technical metrics with customer experience KPIs.

Key Responsibilities :

• Observability Framework : Architect and implement a scalable logging and monitoring strategy for all customer-facing systems.
• Performance Analytics : Collect and analyze telemetry data to measure API response times, app load times, and error rates.
• Customer Journey Health : Build dashboards that visualize CX KPIs alongside system performance metrics.
• Incident Response : Define thresholds and alerts for anomalies impacting customer experience; enable proactive detection and resolution.
• Data-Driven Optimization : Use logs and metrics to recommend improvements in UX, system reliability, and scalability.
• Integration : Connect observability tools with CX platforms (e.g., Salesforce, Zendesk) for unified insights.
• Collaboration : Work closely with DevOps, SRE, and product teams to embed observability into CI / CD pipelines and development workflows.

Preferred Logging & Monitoring Tools :

Qualifications :

Nice-to-Have Skills :