Site Reliability Engineer

About the company

Our client is building the autonomous contact center: AI that answers every call, decides whether a specific AI agent or a human is best suited to resolve it, and manages the conversation end to end, getting better with every interaction. Its mission is to use AI to resolve as many conversations as possible while elevating human agents to do what they are uniquely good at.

The company starts with voice, the channel people reach for first and the hardest to automate well, and has been running AI agents in production for enterprises for several years, handling millions of calls monthly for Fortune 500 companies. The bots it delivers are the product, which means engineering sits unusually close to customer outcomes. This is a genuine AI company building a real AI-based product, not just putting AI on the website.

Customer service is a nearly trillion-dollar problem that is barely one percent automated and moving fast. The company’s platform spans telephony and real-time voice infrastructure, speech recognition and voice models, large language models with model orchestration and failover, reasoning runtimes, bot-building UI and conversation-design tooling, ML infrastructure and evaluation, and big-data analytics for production performance.

The company is a Series B startup with over $100M raised from top-tier investors. It has fewer than 200 people, with about a third in engineering, and is 100% remote across the United States and Canada, with in-person gatherings roughly every six weeks.

Culture: The company is lean by design. A small, senior team does the work of a group several times its size, and every engineer owns multiple initiatives. The company has reinvented its product, its sales process, and how it deploys to customers, and is pushing toward a fail-fast, entrepreneurial culture: try things, make mistakes quickly, learn, and move on.

About the role

We’re looking for a Site Reliability Engineer to join the platform team and own critical infrastructure domains, including CI/CD, DevEx, observability, and harness engineering, for an AI-native voice platform that handles millions of calls monthly for Fortune 500 companies. This is a backfill on a small, senior SRE team where you won’t just keep the lights on: you’ll build the platform and have real agency in shaping where it goes.

There are no juniors on the team. You’ll work alongside staff and principal engineers, own multiple initiatives, and move fast.

Tech stack: TypeScript, Node.js, Python, Kubernetes, Helm, GCP, GitLab CI, Terraform, Datadog, Prometheus, Grafana, FreeSWITCH, SIP.

Responsibilities

• Own and improve CI/CD pipelines, developer tooling, and deployment ergonomics end to end.
• Build and extend the agent harness: platforms for unsupervised AI agents, including CI, sandboxes, guardrails, and validation.
• Drive DevEx improvements to reduce toil and enable engineering teams to ship faster.
• Manage cloud infrastructure, cost optimization, and observability across a multi-cloud Kubernetes environment.
• Participate in the on-call rotation and incident management for base infrastructure (non-business-hours pages are rare).

Requirements

• 6+ years in software development enablement roles (SRE, platform engineering, DevEx), not purely infrastructure or networking focused.
• Solid experience owning CI/CD platforms end to end, including architecture and developer self-service.
• Hands-on experience with TypeScript/Node, Python, Terraform, and Kubernetes/Helm.
• Practical observability experience: logs, metrics, tracing, monitoring, alerting, and incident management.
• Understanding of how LLMs work.
• Effective use of AI tools (such as Claude or Cursor), and a defensible opinion on where to avoid using them.
• Experience working in fully remote teams.
• Must be located in the US or Canada
• No new visa sponsorship (H-1B transfers considered for exceptional candidates).

Nice to have

• Experience building platforms for autonomous agents (harness engineering).

Benefits

• 100% remote (US and Canada), with in-person team gatherings roughly every six weeks.
• Flexible vacation.
• Paid sabbatical after 5 years.
• Tech and learning stipend.
• Comprehensive health coverage.