Cyara is the global leader in AI-powered customer experience assurance, committed to eradicating bad CX. As the only unified platform for continuous testing and monitoring across voice, digital, messaging, and conversational AI channels, Cyara empowers hundreds of the world’s leading brands to optimize more than 350 million customer journeys every year. With enterprises rapidly deploying agentic AI systems that adapt, learn, and make autonomous decisions in real time, Cyara provides the assurance layer that turns pilots into production-ready deployments—testing AI agents with AI agents to catch what scripts can’t. From full journey visibility to AI governance, trust validation, and compliance, Cyara ensures every touchpoint works flawlessly and every AI interaction solves customer problems while delighting them in the process. Cyara helps businesses deliver secure, friction-free, and high-quality CX at scale.
Interested to find out more about us? Check out:
www.cyara.com
Cyara’s Values:
At Cyara, our values shape everything we do. We're passionate about Delivering Excellence by putting the customer first, collaborating globally, and always striving to improve. We take smart risks and Innovate Boldly, setting new standards and learning from every experience. Integrity First is our cornerstone—we value humility, authenticity, and respect for diversity, building trust in all we do. We Embrace Curiosity by empowering you to experiment, learn, and grow in a dynamic environment. At Cyara, our values drive us forward, shaping a culture where innovation and excellence thrive.
Cyara’s Diversity, Equity, Inclusive and Belonging:
At Cyara, we are dedicated to fostering a workplace that embodies equal opportunity and champions diversity, equity, inclusion, and belonging (DEIB). We strive to cultivate an environment where every individual feels valued, respected, and empowered to bring their whole selves to work, contributing unique perspectives and talents. Our commitment includes continuously evaluating and enhancing our policies, practices, and culture to align with our DEIB principles. We ensure a discrimination-free environment where individuals are evaluated solely on their merits and abilities, regardless of legally protected statuses such as sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, gender identity, veteran status, or medical condition. By celebrating our differences and championing inclusivity, we enrich our organization, make more thoughtful decisions, and drive collective success.
Monitor, maintain, and ensure reliability of Cyara's global SaaS platform across AWS, Linux/Windows, and VoIP/Contact Center systems. Work with Support to maintain uptime SLAs, diagnose issues, perform upgrades, and drive automation and AI-driven operational efficiency. This is a 24x7 rotational role requiring autonomous, immediate response to critical alerts.
The ideal candidate either brings hands-on automation experience or demonstrates a strong willingness to learn and implement automation practices, contributing to the team's evolution toward an SRE model
Key Responsibilities:
Monitoring & Incident Response: Monitor platform health via Grafana IRM, CloudWatch; respond to alerts within SLA
Cloud & Infrastructure: Manage AWS infrastructure (EC2, ASG, EBS, Lambda, VPC); administer Linux & Windows servers
VoIP & Contact Center: Troubleshoot VoIP (SIP/H.323), SBCs, IVR/Contact Center platforms (Avaya, Cisco, Genesys)
Application Support: Provide application/product support for Cyara SaaS (CloudBroker, CEN, Web, RMQ)
Automation & AI: Leverage AI-assisted tools for log analysis, triage recommendations, and predictive alerting
Cost Monitoring: Track AWS spend via Cost Explorer; identify right-sizing and savings opportunities
Documentation: Maintain SOPs, RCA documents, runbooks; improve monitoring and alerting workflows
Communication: Coordinate with Customer Support teams and provide clear, structured incident updates
Shift Pattern: 24x7 rotational shifts (nights, weekends, holidays)
Technical Skills:
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Domain
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Required Skills
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AWS Cloud
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EC2, ASG, EBS, ELB, Lambda, VPC, Route53, CloudWatch, IAM, S3, Cost Explorer
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OS & Servers
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Linux (Ubuntu/CentOS/RHEL), Windows Server, MSSQL basics
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VoIP & Telecoms
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SIP, H.323, RTP, SBC management, Wireshark, carrier coordination
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Contact Center
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IVR platforms (Avaya, Cisco, Genesys), call flows, agent routing
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Networking
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TCP/IP, DNS, DHCP, SMTP, BGP, routing/switching fundamentals
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Monitoring
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Grafana IRM, CloudWatch, Sumologic, Splunk, PagerDuty
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Automation
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Bash, Python, PowerShell; Terraform/Packer/Chef (exposure)
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ITSM
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Incident, Change, & Problem Management; RCA documentation
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Qualifications:
Bachelor's in CS, IT, or related field
1-3 years in NOC/Application Support/Infrastructure Operations
Nice to Have:
AWS certifications (Cloud Practitioner / SA Associate / SysOps)
Containerization (Docker, ECS/EKS) and CI/CD pipelines
AIOps/ML-driven operations tools
Message queuing (RabbitMQ, Kafka)
Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid
