Senior Manager - Technology

Responsibilities

• Design and implement full-stack observability pipelines using OpenTelemetry, Datadog, and ELK Stack to monitor voice pipeline latency and error rates.
• Own the call recording pipeline, ensuring full-duplex audio and transcripts are stored in compliance with FDCPA and PCI-DSS standards.
• Build and manage CI/CD pipelines for voice agent codebases, orchestrator configurations, and infrastructure-as-code.
• Containerize voice pipeline components using Docker and deploy on Kubernetes (EKS/AKS/GKE) with auto-scaling capabilities.
• Integrate with telephony providers like Twilio, Vonage, and Plivo for SIP trunking, call routing, and audio stream handoff.
• Manage session memory infrastructure using Redis or Upstash to maintain per-call state.

Requirements

• 6–10 years of experience in DevOps, SRE, or platform engineering.
• 3+ years of experience supporting real-time or voice/telephony systems.
• Deep expertise in Kubernetes, including auto-scaling and multi-service deployments.
• Hands-on experience with telephony protocols such as SIP, RTP, and WebRTC.
• Bachelor’s or Master’s degree in Computer Science, Information Systems, or a related field.
• Proficiency with cloud platforms (AWS, Azure, or GCP) and containerization tools.

Preferred Qualifications

• Experience in BPO, contact center, or financial services voice AI infrastructure.
• Hands-on experience with GPU infrastructure management (NVIDIA A100/H100).
• Familiarity with voice pipeline orchestrators such as Pipecat, LiveKit, or Vocode.
• Experience with per-call cost optimization for real-time AI systems.

About the Company

Firstsource is a leading provider of business process management services, helping organizations transform their operations through technology and innovation.