About this role
At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.
- Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
- Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
- Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
- Talkdesker: YOU!
Duties and Responsibilities:
- Design and implement infrastructure and services that are reliable, scalable, and performant
- Develop and maintain infrastructure as code (IaC) scripts and tools to automate the deployment and management of systems and services
- Work closely with development teams to ensure that services are designed with reliability, scalability, and performance in mind
- Implement and maintain monitoring and alerting systems to detect and respond to system failures and performance issues
- Troubleshoot and resolve complex technical issues related to system reliability, scalability, and performance
- Implement and maintain disaster recovery and business continuity plans
- Collaborate with cross-functional teams, including development, operations, and security, to ensure that systems and services are integrated and secure
- Participate in on-call rotation and respond to incidents as needed
- Stay current with emerging trends and technologies in site reliability engineering, and provide recommendations for improvements to the company's infrastructure and services.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field
- 5-7 years of experience in site reliability engineering or related roles in the industry
- Strong understanding of cloud computing technologies, such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform
- Experience with infrastructure as code (IaC) tools, such as Terraform, Ansible, or Chef
- Proficient in at least one programming language, such as Python, Java, or Go
- Experience with container orchestration platforms, such as Kubernetes or Docker Swarm
- Strong knowledge of networking, including TCP/IP, DNS, and load balancing
- Experience with monitoring and logging tools, such as Prometheus, Grafana, or ELK stack
- Strong problem-solving skills, with the ability to analyze and solve complex technical problems
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders
- Experience with IT service management frameworks, such as ITIL
Work Environment and Physical Requirements:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)