Job Description

### At Simplify360, it's more than just work. Redefine the future of customer experiences. One conversation at a time.



Simplify360 is now a Nextiva company. Together, Nextiva and Simplify360 are changing the game with a first-of-its-kind, conversation-centric platform that unifies team collaboration and customer experience in one place. Powered by AI, built by amazing humans.



Our culture is forward-thinking, customer-obsessed and built on an unwavering belief that connection fuels business and life.



If you're ready to collaborate and create with amazing people, let your personality shine and be on the frontlines of helping businesses deliver amazing experiences, you're in the right place.


### Build Amazing - Deliver Amazing - Live Amazing - Be Amazing



We're currently seeking a bright and talented individual for a Platform Operations Engineer II position to join our expanding voice platform operations team. This position is responsible for the troubleshooting voice telephony systems in the public cloud, assistance in resolving complex software related issues controlling the telephony application switch and related applications, support of platform migrations, and support to Product, Engineering, and Customer Support/Operational teams. The role is responsible for upholding the reliability vision of the platforms, balancing the needs of the business stakeholders and supporting development and engineering needs. The Platform Operations Engineer will be part of a 7/24/365 Operations team that works closely with engineering teams to ensure ongoing system reliability and operational capacity, ensuring our platforms and services are running optimally.



The role will include execution of build and deployment automation, testing new platforms, services, and features of both our product technology stack, and tooling used to manage and operate our platform teams. In addition, the candidate must be experienced with supporting telephony systems and voice domains.



The candidate must be self-driven, highly motivated, have a sharp eye and attention for detail, responds quickly when needed, a has sound decision making skills


Key Responsibilities


• Troubleshoot and mitigate voice platform relates issues
• Support testing efforts of new voice features, platform types, and endpoint
• Support upgrades and migrations of platforms for life cycle management
• Management of large-scale distributed systems
• Support for in-day and after-hours Incident resolution
• Build, maintain, and promote strong technical documentation
• Support for Incident resolution
• Build, maintain, and promote strong technical documentation
• Normal business hours and after hours/on call responsibilities
• Technical liaison to product development, engineering, support, and executive level staff


Qualifications


• At least 2+ years of platform operations experience in cloud based environments; preferred knowledge of FreeSWITCH, Kamailio and Coturn and other telephony application switches
• Solid understanding scripting languages like Terraform, Ansible, JavaScript and Python
• Foundational understanding of public cloud space infrastructure (GCP preferred) centered around network and geo-graphical deployments voice architecture
• Fundamental understanding of CI/CD, distributed architectures and micro-services; ability to read and troubleshoot Java code base is a plus
• Solid knowledge of WebRTC and VoIP related to protocols and architecture
• Fundamental understanding of SRE best practices, including reliability, monitoring, availability, and incident response
• Solid understanding of traditional infrastructure tenants; Networking, Firewalls, and OS base
• Database experience with enterprise class SQL
• Demonstrate sound judgment in problem solving, identification, troubleshooting and solutions
• Strong analytical and organizational skills, with attention to detail
• Demonstrate strong verbal and written communication skills
• Ability to multi-task, prioritizing multiple objectives and initiatives
• Able to work in a team environment and with a diverse group
• Mentoring and cross training to platform engineering and operations


Competencies



• Organization, Time Management & Prioritization - Focuses on key priorities; plans, organizes, schedules and executes on tasks and projects in an efficient and productive manner
• Solutions-oriented - Leverages tools and resources around them; scopes out what is needed for each assignment or work activity, while identifying and making appropriate use of people and other organizational resources/tools that can be leveraged
• Communication Skills - Expresses themselves using clear, effective and efficient language. Listens patiently and attentively. Adapts to the purpose of the communication with appropriate style, substance, detail, confidence and channel. Possess the ability to manage multiple channels of communication simultaneously; phone, email, tickets, and chat.
• Product & Position Knowledge - Displays specialized and/or in-depth skills, knowledge or judgement and can confidently bring to bear domain knowledge and experience
• Documentation - Clearly organizes and presents documentation to communicate engineering principles, procedures, processes, and visuals using software tools; web-based collaboration diagrams, text editors, presentation, and configuration repositories
• Core Technology and Industry Knowledge - Ability to analyze and document core architecture against systems engineering best practices, with advanced problem isolation and analysis on system platforms


Typical Office Environment: Requires extensive sitting with periodic standing and walking. May be required to lift up to 35 pounds unassisted. May be required to lift over 35 pounds using assistive device and/or team lift. Requires significant use of personal computer, phone and general office equipment. Needs adequate visual acuity, ability to grasp and handle objects. Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.




Total Rewards



Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best, in and out of the office.



Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.


• Medical - Medical insurance coverage is available for employees, their spouse, and up to two dependent children with a limit of 500,000 INR, as well as their parents or in-laws for up to 300,000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit, providing peace of mind and security in times of medical necessity.
• Group Term & Group Personal Accident Insurance - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible & external means.
+ Coverage Type - Employee Only
+ Sum Insured - 3 times of annual CTC with minimum cap of INR 10,00,000
+ Free Cover Limit - 1.5 Crore
• Work-Life Balance ? - 15 days of Privilege leaves per calendar year, 6 days of Paid Sick leave per calendar year, 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves, 1 week of Paternity leave, a day off on your Birthday, and paid holidays
• Financial Security - Provident Fund & Gratuity
• Wellness ? - Employee Assistance Program and comprehensive wellness initiatives
• Growth - Access to ongoing learning and development opportunities and career advancement


At Simplify360 (A Nextiva Company), we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career!





#LI-RQ1 #LI-Hybrid


Simplify360 India Private Limited (a Nextiva Group Company)