Senior Voice Platform Operations Engineer

Redefine the future of customer experiences. One conversation at a time.

We're changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.

Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life; connections to our customers with our signature Amazing Service, our products and services, and most importantly, each other. Since 2008, 100,000+ companies and 1M+ users rely on Nextiva for customer and team communication.

If you're ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you're in the right place.

Build Amazing - Deliver Amazing - Live Amazing - Be Amazing

We're currently seeking a bright and talented individual for a Senior Platform Operations Engineer position to join our expanding voice platform operations team. This position is responsible for the troubleshooting voice telephony systems in the public cloud, assistance in resolving complex software related issues controlling the telephony application switch and related applications, support of platform migrations, and support to Product, Engineering, and Customer Support/Operational teams. The role is responsible for upholding the reliability vision of the platforms, balancing the needs of the business stakeholders and supporting development and engineering needs. The Senior Platform Operations engineer will be part of a 7/24/365 International Operations team that works closely with engineering teams to ensure ongoing system reliability and operational capacity, ensuring our platforms and services are running optimally.

The role will include execution of build and deployment automation, testing new platforms, services, and features of both our product technology stack, and tooling used to manage and operate our platform teams. A background in software development, DevOps, and systems engineering is a plus.

The candidate must be self-driven, highly motivated, have a sharp eye and attention for detail, responds quickly when needed, a has sound decision making skills.

Key Responsibilities

• Execute automation tools to deploy and integrate new voice platforms
• Supporting and defining custom tooling & observability needs for platform operations teams
• Lead testing efforts of new voice features, platform types, and communication endpoints including testing support of new voice stack features in product development
• Lead upgrades and migrations of platforms for life cycle management
• Experience working in multi-region geo-localized data services
• Support for in-day and after-hours Incident resolution
• Build, maintain, and promote strong technical documentation
• Support for Incident resolution
• Build, maintain, and promote strong technical documentation
• Normal business hours and after hours/on call responsibilities
• Technical liaison to product development, engineering, support, and executive level staff

Qualifications

• At least 5+ years of platform operations experience, with 3+ years' experience in systems engineering
• A software development and operational background with experience in real-time communications voice infrastructure including mobility; preferred knowledge of FreeSWITCH, Kamailio and Coturn
• Solid understanding scripting languages like Terraform, Ansible, JavaScript and Python
• Strong understanding of public cloud space infrastructure (GCP preferred), security compliance, IaC, build and deployment methodologies
• Strong understanding of CI/CD and distributed architectures, ability to read and troubleshoot Java code base
• Solid knowledge of WebRTC and VoIP related to protocols and architecture
• Solid SRE best practices, including reliability, monitoring, availability, and incident response
• Solid understanding of traditional infrastructure tenants; Networking, Firewalls, and OS base
• Strong understanding of micro-services architecture
• Database experience with enterprise class SQL and NoSQL big data services
• Demonstrate sound judgment in problem solving, identification, troubleshooting and solutions
• Strong analytical and organizational skills, with attention to detail
• Demonstrate strong verbal and written communication skills
• Ability to multi-task, prioritizing multiple objectives and initiatives
• Able to work in a team environment and with a diverse group
• Mentoring and cross training to platform engineering and operations

Competencies

• Organization, Time Management & Prioritization - Focuses on key priorities; plans, organizes, schedules and executes on tasks and projects in an efficient and productive manner
• Solutions-oriented - Leverages tools and resources around them; scopes out what is needed for each assignment or work activity, while identifying and making appropriate use of people and other organizational resources/tools that can be leveraged
• Communication Skills - Expresses themselves using clear, effective and efficient language. Listens patiently and attentively. Adapts to the purpose of the communication with appropriate style, substance, detail, confidence and channel. Possess the ability to manage multiple channels of communication simultaneously; phone, email, tickets, and chat
• Product & Position Knowledge - Displays specialized and/or in-depth skills, knowledge or judgement and can confidently bring to bear domain knowledge and experience
• Documentation - Clearly organizes and presents documentation to communicate engineering principles, procedures, processes, and visuals using software tools; web-based collaboration diagrams, text editors, presentation, and configuration repositories
• Core Technology and Industry Knowledge - Ability to analyze and document core architecture against systems engineering best practices, with advanced problem isolation and analysis on system platforms

Typical Office Environment:
Requires extensive sitting with periodic standing and walking. May be required to lift up to 35 pounds unassisted. May be required to lift over 35 pounds using assistive device and/or team lift. Requires significant use of personal computer, phone and general office equipment. Needs adequate visual acuity, ability to grasp and handle objects. Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.

Nextiva DNA
(Core Competencies)

Nextiva's most successful team members share common traits and behaviors:

• Drives Results: Action-oriented with a passion for solving problems. They bring clarity and simplicity to ambiguous situations, challenge the status quo, and ask what can be done differently. They lead and drive change, celebrating success to build more success.
• Critical Thinker: Understands the "why" and identifies key drivers, learning from the past. They are fact-based and data-driven, forward-thinking, and see problems a few steps ahead. They provide options, recommendations, and actions, understanding risks and dependencies.
• Right Attitude: They are team-oriented, collaborative, competitive, and hate losing. They are resilient, able to bounce back from setbacks, zoom in and out, and get in the trenches to help solve important problems. They cultivate a culture of service, learning, support, and respect, caring for customers and teams.

Total Rewards
Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.

• Medical - Medical insurance coverage is available for employees, their spouse, and up to two dependent children with a limit of 500,000 INR, as well as their parents or in-laws for up to 300,000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit, providing peace of mind and security in times of medical necessity.

• Group Term & Group Personal Accident Insurance - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible & external means.

• Coverage Type - Employee Only

• Sum Insured - 3 times of annual CTC with minimum cap of INR 10,00,000

• Free Cover Limit - 1.5 Crore

• Work-Life Balance - 15 days of Privilege leaves per calendar year, 6 days of Paid Sick leave per calendar year, 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves, 1 week of Paternity leave, a day off on your Birthday, and paid holidays

• Financial Security - Provident Fund & Gratuity
• Wellness - Employee Assistance Program and comprehensive wellness initiatives
• Growth - Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career

Established in 2008 and headquartered in Scottsdale, Arizona, Nextiva secured $200M from Goldman Sachs in late 2021, valuing the company at $2.7B.To check out what's going on at Nextiva, check us out on Instagram, Instagram (MX), YouTube, LinkedIn, and the Nextiva blog.