Reliability and Performance Engineer

About Broadvoice | GoContact

At Broadvoice | GoContact, we believe that exceptional customer experience is the cornerstone of business success. Our AI-powered contact center and communications solutions are designed to help mid-market businesses simplify service, enhance satisfaction, and swiftly resolve issues.

Our holistic approach to CX sets us apart in the market. We don't just provide software. We offer a proven CX framework backed by hands-on support. And our platform was built to be easy to deploy, intuitive to use, and scalable without chaos.

Every role in our company contributes to our mission of providing and creating exceptional experiences. Whether you're in product, sales, support, marketing, or operations, your work directly impacts our customers and, by extension, their customers. Collaboration, innovation, and a shared commitment to excellence define our culture.

POSITION SUMMARY

We're seeking a Reliability and Performance Engineer to join our newly formed SRE Pillars Team. This role is critical to ensuring the stability, scalability, and efficiency of Broadvoice's global infrastructure and services. You'll drive initiatives that improve system reliability, optimize performance, and support our SLO/SLI framework.

KEY RESPONSIBILITIES

• Design and implement comprehensive reliability strategies to ensure that infrastructure and applications remain resilient, scalable, and deliver consistently high performance.
• Own the optimization of system performance by proactively identifying bottlenecks and anticipating challenges to minimize customer impact and maintain seamless service.
• Work closely with Infrastructure and Product teams to define and align SLOs and SLIs that reflect both technical goals and exceptional user experience in a real-time communications environment.
• Lead root cause analyses and post-incident reviews to drive continuous improvements in system reliability, availability, and operational maturity.
• Develop automation and tooling to empower teams in monitoring, testing, and enhancing reliability at scale across platforms.
• Manage capacity planning and forecasting efforts to ensure the communication platforms scale efficiently alongside business growth and increasing customer demand.
• Participate actively in on-call rotations, contributing to a culture of operational excellence, rapid incident response, and minimizing downtime in a mission-critical environment.

QUALIFICATIONS

• 3+ years of experience in SRE, performance engineering, or infrastructure roles.
• Strong understanding of distributed systems, cloud infrastructure (AWS preferred), and networking.
• Proficiency in observability tools (e.g., Prometheus, Grafana, Datadog).
• Experience with performance profiling, load testing, and benchmarking.
• Solid scripting or programming skills (e.g., Python, Go, Bash).
• Familiarity with SIP/VoIP systems and real-time communications.
• Experience working in a SaaS or multi-region infrastructure environment.
• Knowledge of incident management and reliability frameworks (e.g., Google SRE model).

WHY BROADVOICE

Grow Your Career

Whether you're interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship.

Enjoy Flexibility

We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life.

Community & Culture

Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference.

Make an Impact

With us, your ideas are heard, and your work is meaningful. As a member of our team, you'll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice's future.

Are you ready to join a passionate and talented team to build the future of Broadvoice?

If you're a strategic thinker, a collaborative, and have a talent for driving impactful results, we'd love to meet you Apply now to become part of a forward-thinking company that's growing and empowering its people across all roles and departments.