Responsibilities
- Ensure consistent performance, uptime, and reliability of a worldwide IVR system spanning AWS and on-prem data centers
- Assist with deploying releases, configuring environments, and managing rollout procedures in production
- Handle daily operations for high-uptime voice and IVR infrastructure
- Track system performance, health, and availability through log analysis and metric monitoring
- Engage in diagnosing and resolving live production incidents
- Diagnose and fix issues related to infrastructure, software, voice quality, SIP protocols, and call routing
- Work closely with development, QA, analytics, and architecture teams during outages and release cycles
- Take part in on-call schedules and provide after-hours production support when necessary
- Embed security standards into CI/CD pipelines by implementing access controls and automated vulnerability detection
