[Remote] Director of DevOps

Convoso is a leading AI-powered contact center platform purpose-built for revenue teams. Since 2006, Convoso has remained at the forefront of innovation, consistently developing solutions to drive customer growth while supporting adherence to regulatory standards.

Who We Are:

While headquartered in Los Angeles, the Convoso team can be found around the globe working in either a hybrid or remote capacity. Awarded as a "best place to work" company, our culture fosters team integrity, positive persistence, and continuous growth.

Our core platform powers successful sales teams across multiple industries, giving our customers a competitive edge and streamlined productivity. With built-in Al and automations, our product is a premium offering in a competitive space. We continue to grow our product capabilities to better serve our current customers and to expand into newer markets.

Convoso is looking for people who are excited about technology and innovation. We are a company of motivated team players with diverse backgrounds driving accelerated growth in a supportive, positive culture.

The Job:

Director of DevOps

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’re seeking a Director of DevOps to lead a team of engineers that will design, implement, test and optimize its platform and products, including, but not limited to customer facing applications, API servers, internal administration, monitoring and security facilities, and massively scalable data processing systems. Stepping into this very challenging role will mean stepping into a dynamic environment. There’ll be a steep learning curve, but we believe the future belongs to those who build it. Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed. Success would mean having a strong ability to manage multiple projects with competing deadlines. And, most importantly, success would mean being a natural-born leader with top-notch training skills.

Duties and Responsibilities:

• Own service reliability across Convoso’s platform, being a champion for quality and resilience, and drive adherence to internal and external SLAs, SLOs, and SLIs
• Collaborate with other teams to establish key metrics and dashboards in order to drive quality in the SDLC
• Own the incident management process, including monitoring and observability systems, and major incident response process, tracking and reducing MTTR continuously Leverage chaos engineering principles and “game days” to proactively test the resilience of Convoso’s platform
• Establish and maintain a CI/CD center of excellence
• Drive automation for CI/CD processes across different tech stacks and cloud providers.
• Recruit and lead DevOps teams across multiple product lines that excel at applying industry best practices
• Develop and support automated, scalable solutions to deploy and manage our global infrastructure.
• Maintain and improve the use of automation tools for infrastructure provisioning, configuration, and deployment.
• Work with Development and Operations personnel to define CloudOps processes, introduce new insights and technologies so that we can stay on the cutting edge.
• Provide mentorship and expertise on system options, risk and impact management, as well as cost vs. benefit analysis.
• Uphold and ensure security requirements for tooling, systems, and environments are met and protect the assets of the company and our customers.
• Lead troubleshooting of system and performance problems in Prod/QA/Dev environments.
• Identify improvements to reduce technical debt.
• Lead infrastructure focused on optimization and performance.
• Lead DevOps Team
• Author a dynamic training and skills improvement plan.
• Acquire team level certifications applicable to AWS or Google Cloud
• Constantly evaluate our services to ensure high quality
• Conduct reviews to identify optimization opportunities in processes or systems
• Contribute to the creation of departmental procedure documents and working instructions
• Works with consultants and team members to design the solutions to be implemented
• Delegate tasks related to solutions and monitors team members' progress
• Inspire and motivate teamwork for achieving goals
• Provide mentoring and identify training opportunities to team members, staying current in the latest technologies and best practices

Qualifications and Requirements:

• BS in Computer Science, Computer Engineering, or related technical field
• 5+ years experience as a Site Reliability Engineer leader leading multiple teams with a passion for automation and continuous improvement
• 5+ years experience in operational management of SaaS production applications
• 5+ years working with Agile/DevOps development teams
• 5 years minimum related experience in infrastructure management in a Linux environment
• Deep knowledge of cloud platforms like AWS or GCP and management of on-prem and hybrid environments
• Track record as a player-coach who is comfortable both managing and doing
• Experience deploying and operating containerized web applications
• Experience with cloud automation/provisioning and configuration management tools using Ansible, Chef, Puppet, Docker or Salt
• Experience with Containerization Tools such as Docker and Kubernetes
• Experience in planning, creating, implementing and maintaining a scalable software development infrastructure
• Knowledge of development, build, and CI/CD tools such as Git, GitHub and Jenkins
• A security background that will come in handy as we navigate through the process of SOC2 certification
• Good people and line management skills and the ability to recruit and develop a high performing team
• Process-oriented with great documentation skills
• Excellent oral and written communication skills

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 Pay for this position is: $220,000 to $260,000.
 
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.

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/.