Customer Experience Observability Engineer

Overview

Remote
$70 - $80
Contract - W2
Contract - 6 Month(s)

Skills

Azure Log Analytics
Azure Monitor
Datadog
Open Telemetry
Customer Experience Observability
CI/CD pipelines
NPS
CSAT
CES
CX metrics
React
Flutter
PWAs

Job Details

Job Title: Customer Experience Observability Engineer Location: Remote Duration: 3 months Contract
Overview:
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.
Why This Role Matters:
Your work will directly impact how customers experience our digital products. By making performance measurable and actionable, you ll help us deliver seamless, reliable, and delightful interactions across every touchpoint.
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:

  • Azure Monitor / Azure Log Analytics
  • Datadog
  • Open Telemetry

Qualifications:

  • Proven experience in observability engineering, performance monitoring, or full-stack development with a strong focus on reliability.
  • Hands-on experience with logging, tracing, and metrics frameworks (Azure Log, Datadog, Open Telemetry).
  • Knowledge of distributed tracing, log aggregation, and API performance monitoring.
  • Familiarity with CI/CD pipelines, DevOps practices, and cloud environments (Azure preferred).
  • Ability to correlate technical performance metrics with CX metrics (NPS, CSAT, CES).
  • Strong communication and collaboration skills across technical and business teams.

Nice-to-Have Skills:

  • Experience with front-end performance optimization (React, Flutter, PWAs).
  • Familiarity with customer experience platforms (Salesforce, Zendesk, Segment).

Knowledge of design systems and component libraries.

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