Who We Are:

Convoso is a leading provider of omnichannel contact center software. The company was founded on innovation and continues to push boundaries in our industry.

Headquartered in Los Angeles, the company has employees around the globe working both hybrid and remote. The company culture fosters team integrity, positive persistence, and continuous growth. (Heads up - we were awarded as Built In LA’s Best Places to Work in 2020, 2021 and 2022!)

With Convoso, the future is bright as we continue to evolve our technology.

The company’s foundational product provides the most powerful contact center software available for outbound teams. However, we are expanding our reach by relaunching an advanced version of our conversational AI product. The enhanced capabilities of our Intelligent Virtual Agent (IVA) gives our customers a competitive edge and streamlined productivity by dramatically reducing repetitive tasks. This future forward technology will allow Convoso to grow into new markets across hundreds of use cases.

Most roles at Convoso function as “hybrid” with some opportunities for travel to in-person business events and company meetings. For remote positions, Convoso’s U.S. hiring is open to candidates who are residents of the following states: AZ, CA, CO, CT, FL, GA, IL, IN, MA, NC, NJ, NV, OH, PA, TX, UT, NY.

The Job:

At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster. That’s where you come in. We are seeking a highly skilled Senior DevOps Engineer to join our dynamic team. The ideal candidate will be responsible for designing, implementing, and maintaining our DevOps processes to enhance the efficiency and reliability of our systems. As a Senior DevOps Engineer, you will play a key role in automating and streamlining our operations and processes while collaborating with cross-functional teams to deliver high-quality solutions.

What You'll Be Doing:

• Change Management: Ensure that the change failure rate for updates rolled out to production infrastructure nodes remains below 10%, demonstrating effective risk management and quality control in change processes.
• Deployment Speed: Ensure that the lead time for implementing changes to production infrastructure nodes does not exceed 2 hours, reflecting efficiency and agility in responding to business needs.
• Deployment Automation: Ensure that a minimum of 75% of infrastructure node deployment procedures are fully automated, from initiation to completion, to enhance efficiency, ensure consistency, and reduce the need for manual intervention. 
• Documentation and Reporting: Document 100% of infrastructure node deployment procedures in Confluence, ensuring that all processes are transparent, accessible, and easily understandable for team members and stakeholders and provide regular reports to management on infrastructure status and project progress.
• Alert Management: Promptly respond to and resolve pager duty alerts, ensuring minimal disruption to services and swift restoration of normal operations.
• Strategic Infrastructure Planning: Guide the strategic planning, design, and expansion of infrastructure systems to align with organizational goals.
• System Maintenance and Optimization: Ensure regular maintenance, updates, and optimal performance of all infrastructure components.
• Security Management: Implement and oversee security measures to protect organizational data and assets, including conducting regular security audits.
• Performance Monitoring: Continuously monitor infrastructure performance to identify and proactively address issues.
• Incident Response Leadership: Direct the response to infrastructure incidents, ensuring minimal impact on business operations.
• Capacity and Resource Planning: Analyze system usage and performance data to forecast future infrastructure needs and prevent bottlenecks.

Who You Are:

• Problem Solving Abilities: Strong analytical and problem-solving skills, adept at identifying and addressing challenges in a timely and effective manner.
• Communication Skills: Clear and effective communication, especially the ability to articulate technical details to non-technical stakeholders.
• Systems Engineering Expertise: Proficient in Linux environments, demonstrating advanced knowledge and skills.
• Scripting and Automation: Skilled in system scripting and automation to streamline deployment processes and operational tasks, utilizing tools such as Ansible, Chef, and Terraform. Proficient in scripting with languages such as Shell, Perl, Ruby & Python.
• Multitasking and Prioritization: Proficient in handling multiple tasks simultaneously, prioritizing responsibilities to meet deadlines and achieve project objectives.
• Large-Scale System Deployments: Experience with planning, executing, and managing large-scale system deployments, ensuring high availability and performance.
• CI/CD Platforms: Advanced use of continuous integration and continuous delivery tools such as Jenkins (or similar tools) to speed up software deployment.
• Troubleshooting Expertise: Expertise in diagnosing and resolving complex system issues, maintaining system stability and reliability
• Virtualization and Containerization: Experienced with virtualization and container technologies like VMware, Docker, and Kubernetes.
• Monitoring Systems: Knowledgeable in monitoring systems like Zabbix, Grafana, and Open Telemetry.
• Networking Knowledge: Strong understanding of networking principles, including OSI network layers and TCP/IP.
• Educational Background: Holder of a BS/MS degree in Computer Science, Engineering, or a related field.

Work Perks Worth The Hype:

• Competitive compensation package
• Stock options
• 100% covered premiums for employees; Medical, Dental, Basic life insurance, Long term disability
• Affordable Vision plan and optional FSA
• PTO, Paid Sick Time, Holidays, Bereavement time, Parental Leave
• Your birthday off
• 401k program with generous company match
• No cost Employee Assistance Program and Travel Assistance
• Monthly Gym membership reimbursement
• Monthly credits toward food & beverage
• Company Outings
• On and offsite team building events
• Paid training for departments
• Apple laptop (most roles)
• And a team of highly experienced and kind colleagues!

HQ Office:

• Casual office environment & dress
• Daily catered lunches
• Fully stocked kitchen (Dietary restriction-friendly)
• Happy Hours
• Monthly Massages
• On-site Car Wash 
• Free Parking

Compensation:

The base salary range is: $145,000 - $165,000

The Base Pay Range for this position is based on the industry benchmark for position, function, level and the company's compensation strategies. However, final offers may vary from the amount listed based on geography, candidate experience and expertise, and other objective business. Convoso’s compensation package also includes equity for all eligible U.S full time roles and exceptional benefits, including generous 401k match.

Your California Privacy Rights:

As a California resident who is an applicant to be an employee of Convoso, you have certain rights under California law with respect to information collected by Convoso in the course and scope of its evaluation of your application. The types of information Convoso collects and your rights with respect to that information are contained in Convoso’s privacy policy, which you can review by going to https://www.convoso.com/privacy-policy/.