Senior Manager of Site Reliability Engineering

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. (A 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. Convoso is looking for people who are excited about technology and the fast growing, innovative field of IVA and AI. We are a company of motivated team players driving accelerated growth in a supportive, positive culture. We celebrate a diversity of people, ideas, and backgrounds that contribute to one shared community. Most roles at Convoso function as “hybrid” with some opportunities for travel to in-person business events and company meetings.

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’re seeking a Senior Manager of SRE to lead the site reliability engineers (SREs) to incorporate software engineering aspects and apply them to infrastructure and operations problems. To apply software engineering principles to systems administration and serve as bridges between a company’s development and operations. They perform functions and on-call duties and develop the systems and software that bolster site reliability and performance. To support the team to build, implement, test, and optimize its infrastructures supporting our SaaS Platform 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 quickly, while doing whatever it takes to get up to speed and having a solid ability to manage multiple projects with competing deadlines. And, most importantly, success would mean being a natural-born leader with top-notch training skills.

What You'll Be Doing:

• Manage SRE and DevOps teams to ensure process efficiency, effective resource allocation, product quality, and achievement of milestones and deadlines.
• Translate Business and User needs into technical requirements and collaborate on architectural designs to the appropriate stakeholders (Application Engineering and Architectural group).
• Delivering quality features on-time and on-budget and executing against project plans and delivery commitments.
• Identify and track metrics that can be used to ensure quality objectives are met and recommend process improvements.
• Collaborate with other Engineering groups (QA, Project Management, carrier team), Product and CS departments by providing transparency and regular reporting on the projects progress, roadblocks, dependencies, scope & priority change and its effects.
• Manage the Backlog and the Sprint, ensure tickets are worked on in the appropriate order depending on the timing of the Release, unplanned tasks and business priority changes.
• Hold the team accountable to KPI targets and communicate with leadership on development team performance.
• Proactively discover dependencies and design flaws and blind spots and implement the remediation plans.
• Coach team members, help them grow personally and professionally, review team’s performance, implement and track individual and group KPIs.
• Conduct the team's performance management and foster a culture of operational excellence.
• Fully engage and contribute to engineering leadership to drive best practices in software development, testing, improvement of production deployment, and knowledge sharing.
• Lead or assist with the software and infrastructure architecture, plan for Tech Debt minimization, implement solid security solutions.
• Hands-on on emergencies, outages and highly sensitive platform issues, high availability as a first responder, perform root-cause analysis and make recommendations for improvements.

Who You Are:

• 4+ years in Infrastructure management / hands-on Tech Lead focused on scalability, high-quality, high-availability applications handling large datasets.
• Experience with MySQL or other relational databases.
• Experience working with Infrastructure as Code (Chef, Ansible etc.).
• Knowledge of any scripted languages is a plus: Python, Ruby, Bash.
• 4+ years in a Engineering team leadership position as a Manager / Team Lead / Director, ensuring the team delivers on time, budget and quality.
• Flexible schedule, able to manage distributed developers on different continents and time zones.
• Extensive experience having managed complex software projects from ideation and design to post release support and maintenance, understanding how business priorities affect the development pipeline, removing roadblocks and communicating ETA changes.
• Proven track record of creating, adopting, improving and adhering to sound development principles and practices.
• Experience with growing the team by scouting, interviewing, testing, onboarding, coaching and continuously assessing the performance of the developers.
• Extensive experience working in an environment with highly agile cross functional teams, including QA and DevOps.
• Deep understanding and experience with AGILE framework, including SCRUM and Kanban methodologies.
• Proven ability to collaborate with Product on application design, requirements completion, research and successive project iterations.
• Strong communication skills (verbal and written) – must be able to communicate at a business and technical level with internal teams, customers, partners and executives.
• BSc/MSc in Engineering, Computer Science or equivalent practical experience.

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.