Omilia - Conversational Intelligence

Product Designer

• Act as the primary resource for conversational AI design, influencing and aligning cross-team efforts to ensure an optimal user experience and alignment with business KPIs.
• Own the end-to-end quality of conversational UX design, ensuring flows are scalable, modular, and maintainable to support future business needs.
• Drive solution optimization by analyzing conversational designs and interaction data to identify broken processes and deliver measurable performance improvements.
• Ensure design decisions are technically viable by partnering with delivery teams and translating business needs into actionable, user-centric solutions.
• Maintain benchmarking of core KPIs across features, services, and relevant domain/industry verticals to identify optimization opportunities and uphold best practice.
• Design conversational flows that are scalable, modular, and maintainable, enabling efficient adaptation to future business needs.
• Translate complex business needs into actionable, user-centric design solutions that enhance user experience and achieve organizational objectives.
• Present design concepts effectively to business teams and stakeholders, advocating for user-first principles while aligning with company goals.
• Collaborate with project delivery teams to ensure design solutions are technically viable and optimized for the existing technology stack.
• Create and maintain comprehensive documentation of design decisions, conversational systems, and user flows to facilitate team alignment and future design projects.
• Track benchmarking for core KPIs across features, services, and relevant domain/industry verticals to compare performance and identify optimization opportunities.
• Analyze existing conversational designs to identify broken processes, propose fixes, and implement optimized solutions.
• Evaluate user interactions and conversation data to uncover areas for improvement, enhancing bot performance and user satisfaction.
• Leverage insights from data analysis to drive continuous, iterative optimization of conversational experiences.
• Stay informed about the latest trends, best practices, and principles in conversational AI design to deliver cutting-edge, accessible, and functional solutions.

Conversational UX Specialist

Sales

• Own activated, field-level relationships with individual advisors, reseller reps, and BPO technology contacts across the Central territory.
• Own qualified pipeline creation from partner-submitted opportunities within the territory, not program or agreement management.
• Maintain a 24-hour response protocol on all partner-submitted opportunities from Day 1.
• Own Omilia's field presence and awareness within the Central partner ecosystem across all segment types.
• Prioritize engagement with the territory's key TSD anchors — including AppDirect Chicago HQ and AVANT Chicago HQ — to maximize advisor activation.
• Provide field intelligence to Channel Directors on partner activity, competitive dynamics, and advisor/reseller sentiment in territory.
• Own territory pipeline accuracy, ensuring partner and advisor attribution in CRM reflects actual deal sourcing.
• Key Responsibilities
• Operate inside the partner ecosystem across all segment types within the Central territory.
• Build and maintain active relationships with individual advisors, reseller reps, and BPO technology contacts within the territory.
• Attend regional TSD events, reseller summits, and partner meetups as Omilia's field representative.
• Co-sell on active partner-submitted opportunities: qualify, provide Omilia domain expertise, and introduce the Omilia AE.
• Maintain 24-hour response protocol on all partner-submitted opportunities from Day 1.
• Drive Omilia awareness with CCaaS platform field teams (Five9, Genesys, NICE CXone, Talkdesk) operating in the Central territory.
• Build and manage a territory pipeline from partner-sourced deals and track in CRM with accurate partner and advisor attribution.
• Provide field intelligence to Channel Directors on partner activity, competitive dynamics, and advisor/reseller sentiment in territory.
• Prioritize time and coverage across advisors, reseller reps, and BPO contacts to maximize qualified pipeline generation in territory.

Channel Sales Director

NLP Engineer

• Contribute to the design, development and testing of production-grade conversational AI systems.
• Work with customers to analyse and understand business requirements.
• Design the application in line with established usability principles and business requirements.
• Implement and test semantic models and conversation flow, using both machine learning and rule-based techniques.
• Analyse real-life human-system dialogs, assess overall system performance and identify improvement opportunities.
• Engage in QA activities, such as regression testing and end-to-end testing.

Computational Linguist

Account Manager

• Own end-to-end commercial accountability for an assigned portfolio of US enterprise accounts from approximately six months post go-live — with full ownership of NRR, expansion ARR, contract renewals, and change request commercials.
• Serve as the primary point of contact and trusted advisor for assigned accounts, ensuring customers continuously maximise the value of Omilia's platform and achieve their stated business outcomes.
• Define, execute, and continuously refine account-level growth strategies that align Omilia's product roadmap and platform capabilities to each customer's evolving contact centre and CX transformation objectives.
• Ensure the contracted scope of Omilia's platform is fully adopted, operationally embedded, and delivering measurable ROI within each account — coordinating proactively with Customer Success, Solutions Engineering, and Professional Services to close adoption gaps.
• Own the full renewal cycle for assigned accounts — engaging customers well in advance of renewal dates, demonstrating value realisation, negotiating commercial terms, and consistently delivering high retention rates across the portfolio.
• Drive a structured cross-sell and upsell motion across the portfolio — identifying unaddressed automation use cases, additional miniApps deployments, platform tier upgrades, and new product opportunities, and progressing these through to signature.
• Act as the commercial owner of all customer-initiated change requests — defining scope, aligning on pricing and timelines with internal delivery teams, and managing contractual impact end-to-end.
• Maintain forecasting integrity for the NA book of business — providing the VP of Premier Sales with reliable, data-grounded revenue projections on a weekly cadence with full pipeline transparency in Salesforce.
• Represent the NA market's commercial reality and customer perspective internally — translating account-level feedback, competitive pressure, and product gaps into actionable input for Product Management, Marketing, and Sales leadership.
• Protect and expand Omilia's competitive position within each account by actively mapping stakeholder influence, identifying displacement risk early, and building multi-threaded executive relationships that insulate accounts from competitive incursion.
• Assume dedicated account ownership for assigned customers approximately six months after their initial go-live date, establishing a structured engagement model, executive cadence, and success framework from the point of handover.
• Articulate "Why Omilia" with authority — communicating key platform differentiators, product use cases, and competitive positioning from the customer's perspective, adapting the narrative to the audience whether economic buyer, IT decision-maker, or operational leader.
• Proactively engage with customers on a continuous basis to understand their evolving needs, strategic objectives, and contact centre transformation priorities — anticipating challenges before they become escalations and ensuring customers are consistently realising platform value.
• Prepare and lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) with key customer stakeholders — presenting performance metrics, demonstrating achieved value, reviewing strategic alignment, and identifying future expansion opportunities.
• Master the Omilia demo suite across the full product portfolio (OCP, miniApps, Pathfinder, CoPilot, TalkGuard, OptimizeIQ) and deliver compelling, tailored product demonstrations that map customer business requirements to specific platform capabilities and measurable outcomes.
• Act as a trusted technical advisor to customers — proactively identifying and addressing technical needs and objections, conducting technical benefits assessments, and helping customers envision the full potential of an advanced Omilia-powered contact centre deployment.
• Lead the preparation and delivery of business discussions, technical presentations, and solution demonstrations — carefully mapping customer requirements to value-driven technical solutions and building the business case necessary to overcome objections and advance commercial decisions.
• Actively learn and maintain an advanced working knowledge of the Omilia software portfolio — sufficient to creatively apply technology to customer business problems, hold credible architecture conversations with IT teams, and critically evaluate the technical sustainability of new sales opportunities or RFPs.
• Develop and maintain a comprehensive, living account plan for every named account, covering: stakeholder mapping (economic buyers, champions, blockers), whitespace analysis by product line, expansion scenarios with projected ARR, risk log with mitigation actions, and a 12-month engagement calendar.
• Identify, qualify, and close expansion opportunities within the existing account base — targeting unaddressed automation use cases, additional miniApps deployments, platform tier upgrades, and new product introductions — managing the full cycle from discovery and scoping through proposal and signature.
• Manage the entire renewal process end-to-end for assigned accounts — engaging customers well in advance of renewal dates, tying commercial conversations to demonstrated value, negotiating terms in alignment with Omilia's pricing and deal desk policies, and ensuring high retention rates.
• Serve as the commercial liaison for customer-initiated change requests — defining scope, gathering requirements, facilitating communication between the customer and internal delivery teams, and owning the commercial aspects of each change including pricing, timeline, and contractual impact.
• Monitor account health on a continuous basis — tracking platform usage data, support ticket volume and severity, NPS/CSAT signals, and stakeholder engagement frequency — and intervene proactively on accounts showing deterioration indicators in partnership with the Customer Success team.
• Track and document competitive activity within the portfolio, including incumbent vendor relationships (Nuance/Microsoft, Google CCAI, Amazon Connect, Avaya, Genesys, Five9, NICE inContact), renewal timing of competing contracts, and displacement risks — feeding intelligence into the broader GTM strategy.
• Gather field data and structured product feedback from every customer engagement and work directly with Product Management to channel insights into the long-term technical direction and development priorities of the Omilia platform.
• Provide continuous knowledge transfer to the broader Sales team and newly hired Solutions Engineers — sharing technical insights, competitive positioning intelligence, and best practices for applying Omilia's portfolio to common customer challenges across US verticals.
• Maintain Salesforce as the system of record for all account activity — keeping opportunity stages, close dates, ARR values, forecast categories, change request status, and next steps accurate and current at all times.
• Travel within the United States & Canada (and occasionally to Omilia offices or customer sites internationally) up to 20% of the time to support QBRs, renewal negotiations, product demonstrations, and strategic account engagements.

• Role PurposeThe Director, Premier Account Executives leads and develops a high-performing team of Account Executives responsible for driving net-new revenue and expanding Mid-Market accounts across North America.
• This role exists to translate Omilia's market vision into tangible pipeline and closed revenue within the premier segment — large enterprises in banking, healthcare, utilities, and insurance seeking to transform their customer experience through conversational AI.
• The Director is accountable for the team's full-cycle sales performance, talent development, and the disciplined execution of Omilia's go-to-market strategy at the most strategic level of the business.
• Revenue ownership & target delivery: Own and deliver the North American Premier segment annual recurring revenue target in full, with accountability spanning new logo acquisition, upsell, cross-sell, and renewal performance across the team's entire book of business.
• Translate the annual target into quarterly and monthly sub-targets per AE, monitor attainment and pipeline coverage on a weekly cadence, and intervene decisively — through reallocation, deal support, or performance management — when trajectory deviates.
• Provide the NA VP of Premier Sales with a clear, evidence-based view of where the team will land each quarter, never surprises.
• Team architecture & talent strategy: Accountable for the overall composition, capability, and performance of the Premier AE team.
• This includes defining the headcount model, leading end-to-end recruitment for open roles, structuring a rigorous onboarding programme that accelerates time-to-productivity, designing a coaching and development framework that raises the floor and ceiling of the entire team, and managing underperformance decisively and fairly.
• Maintain a healthy internal succession pipeline so that no single departure creates a capability gap.
• Go-to-market strategy & territory governance: Define, own, and continuously refine the Premier segment go-to-market approach for North America.
• This includes account segmentation and tiering within Omilia's ICP (Mid-Market companies in banking, healthcare, utilities, and insurance), territory allocation across AEs, prioritisation of verticals and sub-segments by probability and deal size, and alignment of outbound coverage with Marketing's demand generation motion.
• Review and update the territory model each quarter in response to market data, competitive shifts, and pipeline performance.
• Executive deal sponsorship & commercial leadership: Act as the senior Omilia executive sponsor on all strategic new logo pursuits, major expansion plays, and at-risk renewals within the Premier segment.
• Own the relationship with economic buyers and C-suite stakeholders in the most complex and highest-value opportunities.

Director, Premier Sales

Compliance

• Own the full lifecycle of ISO 27001, SOC 2 Type II, C5, PCI-DSS, and Cyber Essentials certifications: scoping, evidence library, audit coordination, management responses, and remediation tracking.
• Own the GDPR operational compliance framework: DPIA process, LIA and TIA governance, RoPA maintenance, breach response documentation, and cross-border transfer mechanisms in collaboration with the DPO.
• Maintain active compliance frameworks for DORA, NIS2, HIPAA, CCPA/CPRA, and the EU Data Act, maintaining current obligation tracking and client assurance artefacts.
• Own breach and incident response governance end to end: process, regulatory notification decision support, Art. 33/34 documentation, and the regulatory notification register.
• Drive control owner accountability without direct authority: translate regulatory obligation into business consequence, manage evidence deadlines, escalate where necessary.
• Manage the ISMS evidence library, own the certification body relationship for ISO 27001 and C5.
• Coordinate SOC 2 Type II readiness: TSC scoping, evidence collection, auditor engagement, report distribution, and management response drafting.
• Maintain the RoPA, conduct DPIAs and LIAs, and manage data subject rights governance under GDPR.
• Track and implement obligations under DORA, NIS2, HIPAA, CCPA/CPRA, EU Data Act, and Cyber Resilience Act as live regulatory requirements, not awareness items.
• Coordinate BAA execution and PHI obligation documentation with Legal for healthcare accounts.
• Run the compliance deliverable tracker; close loops on evidence collection without being managed.
• Translate regulatory obligations into plain-language business impact and secure timely responses from technical and product stakeholders who do not report to this role.
• Manage the end-to-end coordination of client compliance audits: evidence packs, management responses, findings remediation.
• Maintain and administer the GRC automation platform, including uploading evidence and monitoring control status.

GRC Manager

DevOps Engineer

• Ensure platform reliability and availability across production and pre-production environments through proactive monitoring, alerting, and automation.
• First response for incidents, contribute to problem management and root cause analysis.
• Supporting the development team's effort towards reliability, creating a solid reliability culture within the development lifecycle.
• Develop troubleshooting documentation for production support resources.
• Collaborate with Engineering teams to develop optimised and productive runbooks, operational documentation and automation of operational tasks.
• Collaborate with development and cloud engineering teams to embed reliability and performance into the software delivery lifecycle.
• Design, implement, and evolve observability solutions (metrics, logs, traces, dashboards) using tools such as Prometheus, Grafana, and ELK.
• Participate in on-call rotations and continuously improve alert quality and response processes.
• Champion a culture of reliability, performance, and continuous improvement across teams.

Senior Site Reliability Engineer

Consultant

• Partner with Account Executives to qualify opportunities, understand business drivers, and define success criteria.
• Lead discovery workshops with prospects to surface requirements and translate them into tailored solution architectures.
• Design and deliver compelling, scenario-based product demonstrations that speak directly to customer use cases.
• Review and respond to RFPs, ensuring Omilia technology and services are represented with precision and impact.
• Serve as a trusted technical advisor throughout the entire evaluation and solution design process.
• Map customer use cases to existing Omilia Customer Journeys approved by Product and Delivery.
• Collaborate with customers, prospects, Product, and Delivery to propose custom Customer Journeys where needed.
• Bridge technical concepts and business value — making complex voice AI capabilities accessible to non-technical stakeholders.
• Show customers how to build and develop applications using Omilia technology and services.
• Work with the Omilia Product team to address use cases not yet covered by existing technology and services.
• Review and edit Scopes of Work, ensuring commercial documentation accurately reflects Omilia's offerings.
• Collaborate with Product, Delivery, and Marketing to feed customer insights back into the roadmap.
• Support smooth customer handoffs from Sales to Delivery, maintaining continuity and trust.
• Lead onboarding and enablement of new channel partners across the LATAM region, ensuring they are equipped to position, demo, and implement Omilia solutions effectively.

Solution Consultant

• Own the technical pre-sales motion for certain new-logo deals within the assigned region or global segment — from initial discovery and architecture assessment through solution design, proof of concept, High Level Effort Estimate, RFP/RFI response, and technical close.
• Serve as the definitive technical authority on Omilia's platform for certain deals within the assigned region or global segment — ensuring that all solution proposals are architecturally sound, technically deliverable, and accurately scoped before commercial commitments are made.
• Build and maintain trusted advisor relationships with technical decision-makers and enterprise architects at strategic prospect and customer organisations, positioning Omilia as the platform of choice for contact centre AI transformation.
• Drive technical win rates across the assigned region or global segment by developing and executing differentiated solution narratives that directly address each prospect's environment, constraints, and automation objectives.
• Collaborate with Demo Engineers within the assigned region or Global Segment to ensure all solution narratives are substantiated by impactful demos.
• Ensure the integrity of RFP and RFI responses for certain opportunities within the assigned region or global segment — owning the technical sections end-to-end and coordinating cross-functional input from Product, Engineering, Security, and Professional Services.
• Maintain deep, current knowledge of the competitive landscape — including legacy IVR platforms and emerging conversational AI vendors.
• Lead structured technical discovery engagements with certain deals within the assigned segment or region — mapping current-state technical architecture, identifying automation gaps, quantifying business impact, and designing Omilia-based solutions that address the customer's specific environment, integration landscape, and regulatory constraints.
• Conduct in-depth architecture assessments covering telephony infrastructure, CRM and backend system integrations, data flows, security and compliance requirements, and channel strategy — producing a technically grounded solution design that forms the basis for scoping, pricing, and contractual commitments.
• Develop tailored solution proposals and technical response documents that map Omilia's platform capabilities (OCP, miniApps, Pathfinder, CoPilot, TalkGuard, OptimizeIQ) to each prospect's identified use cases, business outcomes, and technical environment.
• Collaborate with Demo Engineers to design, configure, and deliver highly customised product demonstrations and proof-of-concept (POC) engagements for strategic accounts — moving beyond standard demo scripts to build scenario-specific flows that reflect the prospect's actual customer interactions, industry context, and business language.
• Own the full POC lifecycle for certain deals within the assigned segment or region — defining success criteria in alignment with the prospect and Account Executive, coordinating internal resources (Professional Services, Engineering) for POC delivery, and presenting results with a clear ROI and deployment readiness narrative.
• Master the Omilia demo suite across the full product portfolio and maintain demo environments that reflect current platform capabilities, recent product releases, and the most common use cases across verticals (banking, insurance, healthcare, utilities, telecommunications).
• Own the technical response to RFPs and RFIs for certain deals within the assigned segment or region — writing and structuring all technical sections, coordinating input from Security, Compliance, Product, and Engineering, and ensuring that responses accurately represent Omilia's capabilities and delivery commitments.
• Critically evaluate the technical sustainability and delivery risk of each strategic sales opportunity prior to commercial commitment — flagging architectural mismatches, integration complexity, unsupported requirements, or resourcing risks to Sales and Professional Services leadership.
• Maintain a library of reusable RFP response content, technical answer repositories, and solution templates for use cases common to the assigned region or global segment — continuously updating these assets as the platform evolves.
• Act as a trusted technical advisor throughout the sales cycle — engaging IT architects, platform owners, security teams, and C-level technology stakeholders with credibility and depth, addressing objections with evidence-based responses and forward-looking platform context.
• Proactively identify and address technical objections, integration concerns, and compliance questions early in the sales cycle — building the technical confidence and internal sponsorship necessary to accelerate deal progression and reduce late-stage risk.
• Conduct technical benefits assessments that quantify the value of Omilia's platform in terms directly relevant to the prospect's business — call deflection rates, AHT reduction, CSAT improvement, agent cost savings, and compliance risk mitigation.
• Maintain current, detailed knowledge of competing platforms across IVR, CCaaS, and conversational AI categories — including Nuance/Microsoft, Google CCAI, Amazon Connect, Genesys, Avaya, Five9, and NICE inContact — and develop technically rigorous competitive battle cards and displacement strategies Participate in competitive bake-offs and technical evaluations, positioning Omilia's architectural advantages, NLU accuracy, enterprise-grade security posture, and deployment flexibility against incumbent and emerging alternatives.
• Work in close alignment with Account Executives and Account Managers on strategic accounts — providing technical qualification, deal strategy input, and stakeholder mapping support throughout the sales cycle.
• Collaborate with Professional Services during the transition from pre-sales to delivery — ensuring that technical commitments, integration requirements, and POC outcomes are fully documented and handed over with sufficient context for successful implementation.
• Maintain accurate records of technical engagement activity, POC status, RFP pipelines, and solution configurations in Salesforce and internal knowledge systems.
• Travel within the United States (and occasionally to Omilia offices or customer sites internationally) up to 30% of the time to support prospect meetings, POC delivery, and key account engagements.

Artificial Intelligence

• Own assigned OCP product areas end-to-end — from problem definition and prototyping through to production delivery.
• Drive platform adoption by shipping working, validated solutions rather than specifications alone.
• Deliver measurable reduction in friction across the OCP builder journey, using usage data and field feedback as the primary inputs.
• Operate autonomously within the Developer Experience pod, minimising delivery dependencies on broader engineering cycles for tasks within scope.
• Act as a credible product voice in cross-functional reviews, customer escalations, and internal stakeholder conversations when required.
• Align with Product leadership on roadmap priorities and contribute to the iterative shaping of the Developer Experience pod’s direction.
• Define user stories, acceptance criteria, and success metrics for assigned Developer Experience areas within OCP.
• Ship features autonomously — from idea generation through to production — using AI-coding tools to accelerate exploration and internal tooling.
• Validate hypotheses with working software before committing full engineering cycles; favour fast, evidence-based iteration over extensive upfront specification.
• Identify and eliminate friction points in the OCP builder journey by synthesising usage data, field feedback, and direct observation of how Omilia teams, partners, and customer configurators interact with the platform.
• Prioritise backlog items based on builder impact, platform scalability, and delivery feasibility; manage the trade-offs between speed and quality with sound judgement.
• Collaborate actively with engineering squads on features that exceed individual scope; provide clear product direction and unblock delivery without micromanaging execution.
• Contribute to the evolution of agentic application design patterns on OCP as the platform’s AI capabilities expand.
• Represent the product in customer-facing contexts as needed — including escalation calls and product reviews — articulating decisions and roadmap direction with clarity.
• Maintain documentation standards in Confluence and Jira sufficient for engineering partners and the wider Product team to build on your work.

Product Builder – Conversational AI

Customer Success Manager

• The Senior Customer Success Manager owns the executive relationship and value realization strategy for 3-5 of Omilia's most strategic enterprise accounts.
• Develop and own a 30-60-90 day success plan for each account, including current state assessment, target state, and an agreed action plan with the customer's executive sponsor.
• Bring a strategic point of view on each customer's program direction and proactively guide the customer toward outcomes that drive measurable business value.
• Lead performance report conversations with customers end-to-end, owning the narrative, defending recommendations, and translating data into executive-level strategic discussions.
• Drive renewal and expansion in partnership with Account Management by ensuring customers consistently realize value from the Omilia platform.
• Partner cross-functionally with Sales, Account Management, Delivery, and Product to ensure agentic migrations close, deploy successfully, and deliver measurable value.
• Build and codify the migration playbook documenting best practices for the broader CSM team to use across the customer base.
• Model strategic CSM behavior setting the standard for executive engagement, value narrative, and customer ownership.
• Mentor and coach the CSM team on strategic conversations, executive relationship building, and consultative engagement.
• Co-lead high-stakes customer escalations alongside the VP when senior intervention is required.

Senior Customer Success Manager

• Own technical delivery quality from design through go-live and hypercare — ensuring on-time, on-budget outcomes aligned with client CX goals.
• Serve as the primary technical point of contact for assigned client engagements — translating business requirements into technical architectures and CX designs.
• Proactively identify and manage delivery risks, escalate complex technical issues, and drive resolution with urgency.
• Provide technical guidance and mentorship to junior engineers within the delivery team.
• Contribute to internal delivery accelerators, tooling, reusable solution components, and best-practice documentation.
• Collaborate across Solution Delivery, Product, Platform, R&D, Sales, Pre-Sales, and Certified Partners to ensure alignment on project requirements and Omilia platform capabilities.
• Design, configure, and deploy end-to-end conversational AI solutions on the Omilia OCP platform — covering agentic workflows blended with traditional NLU modelling, and omnichannel integrations.
• Integrate GenAI capabilities into production deployments — including RAG pipelines, embedding search, and LLM prompt engineering.
• Manage contact centre infrastructure integrations: IVR, SIP, CTI, and omnichannel APIs.
• Serve as the primary technical point of contact for assigned client engagements — translating business requirements into technical architectures and CX designs, and maintaining trusted relationships with customers and partners throughout the project lifecycle.
• Collaborate closely with Solution Architects, Product, Platform, R&D, and Pre-Sales to ensure alignment on project requirements and Omilia platform capabilities.
• Proactively identify and manage delivery risks — escalating complex technical issues and driving resolution with urgency.
• Provide technical guidance and mentorship to junior engineers within the delivery team.
• Contribute to internal delivery accelerators, tooling, reusable solution components, and best-practice documentation.
• Actively research developments in conversational AI, agentic frameworks, and GenAI tooling to drive continuous improvement in delivery processes.
• Foster a culture of quality, innovation, and ownership within the team.

Senior Conversational AI Delivery Engineer

• - Ensure platform reliability and availability across production and pre-production environments through proactive monitoring, alerting, and automation.
• - First response for incidents, contribute to problem management and root cause analysis.
• - Supporting the development team's effort towards reliability, creating a solid reliability culture within the development lifecycle.
• - Develop troubleshooting documentation for production support resources.
• - Collaborate with Engineering teams to develop optimised and productive runbooks, operational documentation and automation of operational tasks.
• - Collaborate with development and cloud engineering teams to embed reliability and performance into the software delivery lifecycle.
• - Design, implement, and evolve observability solutions (metrics, logs, traces, dashboards) using tools such as Prometheus, Grafana, and ELK.
• - Participate in on-call rotations and continuously improve alert quality and response processes.
• - Champion a culture of reliability, performance, and continuous improvement across teams.