Senior Site Reliability Engineer – Telephony & Communications Platform (AWS)

Accountabilities

• Ensure platform reliability, availability, and performance while driving improvements across infrastructure, automation, and operational processes.
• Collaborate with cross-functional teams to build resilient systems, improve engineering standards, and support critical production environments.
• Own the reliability, scalability, and performance of key platform services, ensuring highly available production systems.
• Design, build, and maintain AWS infrastructure using Terraform and Infrastructure as Code principles.
• Develop and improve CI/CD pipelines, automation frameworks, monitoring solutions, and operational tooling.
• Define and maintain reliability practices including Service Level Objectives (SLOs), Service Level Indicators (SLIs), and error budgets.
• Lead incident response activities, perform root cause analysis, and implement long-term reliability improvements.
• Improve observability through logging, metrics, alerting, and proactive system monitoring.
• Collaborate with engineering teams to identify operational risks and implement scalable solutions.
• Participate in a 24/7 on-call rotation and contribute to production support excellence.
• Mentor engineers and promote best practices in reliability engineering, automation, and infrastructure management.
• Support communications and telephony platform reliability, including improvements related to voice infrastructure when applicable.

Requirements

• Experienced reliability-focused engineer with deep expertise in cloud infrastructure, automation, and highly available systems.
• Strong technical skills, problem-solving mindset, and collaboration across engineering teams.
• 8+ years of experience in software engineering, infrastructure engineering, or operations roles.
• 4+ years of hands-on Site Reliability Engineering experience supporting production environments.
• Advanced knowledge of AWS services, Terraform, Infrastructure as Code, CI/CD pipelines, observability practices, and automation.
• Strong scripting skills with Python, Bash, or PowerShell.
• Proven experience supporting highly available, low-latency, and scalable production systems.
• Strong understanding of distributed systems, cloud architecture, and reliability best practices.
• Ability to troubleshoot complex technical issues and drive solutions independently.
• Strong communication skills with the ability to collaborate effectively with engineering teams.
• Experience with telephony or communication platforms such as Amazon Connect, Twilio, SIP/RTP, or other VoIP technologies.
• Familiarity with voice quality metrics such as MOS, jitter, and packet loss.
• Experience working in regulated environments such as SOC 2, HIPAA, or FedRAMP.
• Exposure to Azure or Google Cloud Platform environments.

Benefits

• Competitive compensation package with a salary range of $175,000 - $195,000.
• Comprehensive benefits package including medical, dental, and vision insurance for eligible employees.
• Paid maternity and paternity leave.
• Short-term and long-term disability coverage.
• Flexible paid time off policy.
• Fully remote work environment for engineering teams.
• Opportunity to learn from an experienced leadership team and collaborate with talented engineers.
• Access to innovation initiatives such as hackathons and technology-focused projects.
• Company-provided equipment and employee perks.
• Opportunity to contribute to a rapidly growing technology environment focused on improving professional workflows.