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DevOps & Site Reliability Engineer

About the job

Working At Voyc

 

Voyc, an award-winning leader in contact centre AI software, helps financial services companies be compliant and improve customer service by monitoring 100% of their customer interactions. Voyc uses artificial intelligence to transcribe and automatically analyse and review interactions to identify and handle problematic interactions (customer complaints and interactions with vulnerable customers) according to regulatory requirements. The AI solution “listens” for potential problems and compliance breaches and alerts users (supervisors and quality assurance teams) of calls that need further review and remediation.

 

Financial services companies have a huge compliance problem, particularly in the context of contact centre quality assurance. These companies struggle to monitor 100% of customer interactions due to the high cost of employing more and more quality assurance assessors. As a result, the average company monitors only 4-5% of customer interactions. This results in a large number of unchecked interactions, including complaints, compliance breaches and poor agent behaviour.

 

That’s where Voyc comes in! Voyc has built strong compliance models and cutting-edge software to revolutionise the contact centre quality assurance process. In 2021, Voyc was selected as the winner of the Accenture Blue Tulip Awards and the KPMG Digital Innovation Challenge. All of this has been achieved by our team of 14 highly-motivated, diverse and purpose-driven individuals.

 

Desired Results

 

  • Building and setting up new development tools and infrastructure

  • Understanding the needs of stakeholders and conveying this to developers

  • Working on ways to automate and improve development and release processes

  • Testing and examining code written by others and analyzing results

  • Ensuring that systems are safe and secure against cybersecurity threats

  • Identifying technical problems and developing software updates and ‘fixes’

  • Working with software developers and software engineers to ensure that development follows established processes and works as intended

  • Ensure our systems remain secure and all operational requirements are fulfilled

  • Identify technology, process gaps, and opportunities for improvement

  • Define policies and processes around source code control and staging environments.

  • Own responsibility for source code, orchestration and configuration management

  • Maintain and automate the orchestration of infrastructure and application lifecycle

  • Identify operational excellence metrics and ensure these targets are met

  • Ensure uptime of our cloud platform

  • Resolve outages based on a defined process and product knowledge

  • Monitor incoming requests and follow documented processes for troubleshooting, recovery and service restoration processes

  • Provide insights on cost optimisation

  • Assistance with single-tenant infrastructure customer onboarding & setup

 

Daily and Monthly Responsibilities

 

  • Deploy updates and fixes

  • Provide Level 2 technical support

  • Build tools to reduce occurrences of errors and improve customer experience

  • Develop software to integrate with internal back-end systems

  • Perform root cause analysis for production errors

  • Investigate and resolve technical issues

  • Develop scripts to automate visualization

  • Design procedures for system troubleshooting and maintenance

 

Tech Stack

 

Application and Data

  • AWS (CloudFront, EC2, Lambda, S3)

  • Django

  • Javascript

  • ReactJS

  • Redux

  • Bootstrap

  • PostgreSQL

  • Elastic Search

  • Tensorflow

  • RabbitMQ

 

DevOps

  • Docker

  • Git

  • Github

  • Sentry

  • npm

 

Bonus Points

 

  • Experience in working in an agile/scrum environment

  • A tertiary qualification is a plus

Company Values

 

  • Playing to win

  • Putting people over everything

  • Driving results

  • Pursuing Knowledge

  • Working Together

 

Perks - What we can offer you

 

  • Work from anywhere

  • A competitive tech salary

  • The work you will do will have an impact on the lives of customers & companies whose calls go through Voyc.

  • An inclusive & representative workplace.

  • A lasting difference to the world whilst balancing your career goals.

  • Highly rated company culture

  • Invest in upskilling

If you are interested in working at Voyc and match the requirements above, please make sure to send your CV and a cover letter to careers@voyc.ai or through LinkedIn here.