Site Reliability Engineer II (Voice)

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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.

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The Site Reliability Engineer II is responsible for supporting the day-to-day activities of core platforms and ancillary components. The role is predominantly focused on Tier 4 support of escalated issues, testing of customer facing features, lab system troubleshooting, maintenance activities, and active management of ancillary solution components.

Key Responsibilities

• System Reliability & Monitoring:
• Monitor the performance, stability, and security of FreeSWITCH and BroadWorks platforms.
• Proactively identify and troubleshoot infrastructure issues to prevent downtime.
• Set up and manage monitoring tools, logging systems, and alarms for timely identification of problems.
• Incident Management:
• Act as the Level 2 escalation point for complex incidents related to FreeSWITCH and BroadWorks.
• Perform root cause analysis (RCA) on incidents and implement long-term solutions.
• Collaborate with Level 1 support teams to resolve issues and ensure effective incident response processes.
• Optimization & Performance Tuning:
• Analyze system performance, identify bottlenecks, and implement optimizations.
• Conduct capacity planning and scaling to ensure systems meet demand.
• Implement best practices for system architecture and deployments, particularly around VoIP infrastructure.
• Automation & Scripting:
• Automate repetitive operational tasks and improve existing workflows.
• Develop and maintain custom scripts to improve system reliability and performance monitoring.
• Platform Upgrades & Patching:
• Manage and coordinate platform upgrades, patches, and releases for FreeSWITCH and BroadWorks.
• Ensure minimal downtime and risk during upgrades through testing and careful deployment planning.
• Documentation & Reporting:
• Create and maintain comprehensive technical documentation for systems, processes, and troubleshooting guides.
• Prepare regular reports on system performance, uptime, and incident resolution for management and stakeholders.

Qualifications

• Experience:
• 3-5 years of hands-on experience with FreeSWITCH and BroadWorks.
• Proven experience as a Level 2 SRE or similar role managing large-scale, high-availability systems.
• Technical Skills:
• In-depth knowledge of FreeSWITCH, BroadWorks, SIP, RTP, VoIP protocols.
• Understanding of API interfaces and protocols including SIP, SIPRec, TCP/IP, and XML based languages.
• Proficient in Linux/Unix systems administration and shell scripting.
• Experience with monitoring tools (e.g., Nagios, Prometheus, Grafana, Datadog) and log management (e.g., ELK Stack, Splunk).
• Familiarity with cloud platforms (e.g., AWS, Google Cloud, or Azure) and containerization (e.g., Docker, Kubernetes) is a plus.
• Strong networking knowledge (TCP/IP, DNS, VPN, firewalls).
• Experience with web technology components including SQL Databases, Apache, Tomcat, Java and packet monitoring.
• Soft Skills:
• Strong problem-solving skills with the ability to troubleshoot complex issues.
• Ability to work effectively under pressure and in a fast-paced environment.
• Excellent communication and collaboration skills to work with cross-functional teams.
• Ability to focus on key priorities, plan, organize, schedule and execute on tasks and projects in an efficient and productive manner driving projects to successful completion to deliver the intended business value and outcome.
• Time management skills with the proven ability to prioritize, handle multiple tasks and work under tight deadlines while delivering high quality results.
• Certifications (Preferred):
• Certifications in FreeSWITCH or BroadWorks.
• Relevant cloud certifications (AWS, GCP, Azure) or SRE-related certifications are a plus.

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.

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Simplify360 India Private Limited (a Nextiva Group Company)