Observe.AI is the leading conversation intelligence platform for boosting contact center performance. Built on the industry’s most accurate AI engine that analyzes 100% of interactions across channels, Observe.AI maximizes agent performance, pinpoints new revenue and coaching opportunities, and up-levels quality assurance and compliance.

Observe.AI’s powerful workflow automation allows contact centers to apply meaningful insights and take action at speed and scale. The result is stronger business outcomes, such as better customer experience, higher revenue, and better retention.

Observe.AI is trusted by hundreds of customers and partners across industries – including Pearson, 23andMe, Accolade, Group 1 Automotive, and Public Storage – and is backed by Softbank Vision Fund 2, Zoom, Menlo Ventures, Scale Ventures, and Nexus Ventures. Observe.AI is headquartered in Redwood City, CA with offices in Bangalore, India. For more information, please visit www.observe.ai.

The Opportunity: As an AI/ML first company, we are building the best in class infrastructure for our cutting edge SaaS solution that exceeds the industry standards and delights our customers. The platform we build must support multiple accounts and environments to enable engineering teams to build and deploy services in the most cost effective way. To remain agile, we need to think from first principles, be data driven and have the automation first approach. If you are passionate about infrastructure, you will have the opportunity to help us build the most cost effective and reliable SaaS infrastructure.

What you will do as an Engineering Manager

Partner with Leadership: Collaborate with leadership on the infrastructure roadmap and champion infrastructure as a practice

Drive the evolution of Infrastructure Architecture to the next level: Deeply understand and own the current Infrastructure. Identify, propose and drive the changes required to handle an order of magnitude higher scale and complexity.

Drive Continuous Operational Efficiency Enhancement: Spearhead efforts to automate processes, optimize code, and enhance overall operational efficiency.

Drive and Own Resolution of Complex Operational Issues: Manage complex technical issues, fostering innovation to elevate system availability, resilience, and performance.

Own Technical Pillars: Own the strategy and drive the roadmap for both the Reliability and Infrastructure cost pillars for the company.

Collaboration with Security and Engineering Teams : Drive the implementation of security best practices, and address audit/compliance requirements.

Who you are :

Over 11 years of strong hands-on experienceCloud and IaaC tools - Kubernetes, Terraform, Cloudformation etcCI/CD pipelines tools - CodeDeploy, Gitlab etcAutomating cloud-native technologies, deploying applications, and provisioning infrastructure.

Proficient in cloud infrastructure fundamentals, specifically AWS.

Proficient in Python programming for automation.

Have built and operated platforms for cloud scale services Expertise in microservices, distributed applications, orchestration, containers (Kubernetes), and/or serverless technology.

Have keen interest in emerging industry trends and technologies.

Proven ability to collaborate with cross-functional teams with a data first mindset

Ability to influence and drive adoption of infrastructure best practices.

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