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Senior DevOps / Platform Reliability Engineer
Zingtree · United States
Pay
Not listed
Setting
On-site
About Zingtree Zingtree is the next-generation intelligent process automation platform reimagining customer experience operations for the world’s top support leaders. With 500+ customers, including Optum, Corpay, Sony, SharkNinja, and Allianz, we transform self-service, surface automation opportunities, and turn every agent into an expert. The Role We’re hiring a Senior DevOps / Platform Reliability Engineer to own the platform that powers our agentic CX product. You’ll build the CI/CD, infrastructure, and observability backbone that enables us to ship multi-agent systems safely to enterprise customers. If you want to operate a production AI platform and use AI to help operate it, this role is for you. In this role, you will collaborate with development, operations, and infrastructure teams to automate and streamline processes, build and maintain tools for deployment, monitoring, and operations, and troubleshoot issues across development and production environments. What You'll Do Own and evolve CI/CD pipelines using GitHub Actions and OIDC-based authentication for microservices and agentic workloads, with safe, fast, and reversible deployments. Automate infrastructure provisioning using Infrastructure as Code (IaC) tools such as Terraform and CloudFormation. Operate and scale our Kubernetes platform (EKS + Argo CD), including autoscaling, ingress, external-dns, cert-manager, External Secrets Operator, backups, runtime guardrails, and multi-tenant isolation for enterprise customers. Manage the edge and network perimeter, including Cloudflare (CDN, WAF, Bot Management, DDoS protection, Zero Trust / Access), CloudFront, API Gateway, ALB/NLB, Route 53, and network security controls. Operate the data and event tier, including Aurora MySQL, ElastiCache/Redis, S3, and MSK (Kafka), with responsibility for backups, point-in-time recovery (PITR), and multi-AZ disaster recovery aligned to defined RTO/RPO objectives. Build and maintain Lambda workloads where event-driven or serverless architectures are the right fit. Build observability as a product using Prometheus, Grafana, and OpenTelemetry, including telemetry for LLM and agentic systems such as token cost, tool-call latency, evaluation signals, and prompt/version tracking. Strengthen our security and compliance posture for SOC 2 and HIPAA, including least-privilege IAM, SCPs, secrets management, SAST/DAST, dependency and container scanning, image signing, AWS Config, Security Hub, GuardDuty, Inspector, and evidence automation. Drive FinOps initiatives, including tagging standards, Savings Plans and Reserved Instances, per-tenant and per-workload cost attribution, and LLM cost controls. Build and evolve our AI-native DevOps capabilities (see section below). Partner with engineering teams to define platform standards, service templates, deployment best practices, and operational SLOs. Monitor system performance and ensure reliability, scalability, and security across infrastructure and services. Collaborate with software engineering teams to support continuous integration and continuous delivery best practices. Document infrastructure, deployment processes, and operational standards to support knowledge sharing across the team. Agentic AI in DevOps You’ll help define how Zingtree uses agentic AI to operate and improve our platform using modern AI operational practices. Responsibilities include: Design and operate auto-remediation agents for common production toil such as certificate rotation, noisy pods, infrastructure drift, and flaky CI pipelines, with human-in-the-loop (HITL) controls for any destructive or customer-impacting actions. Use LLMs for incident triage and root cause analysis, including log and trace summarization, signal correlation, and first-draft postmortems that are always reviewed by humans. Connect AI agents to internal systems through the Model Context Protocol (MCP), including GitHub, Jira, PagerDuty, AWS, Kubernetes, Terraform, and related platforms, using scoped credentials, audit logging, and allow-listed access. Apply AI-driven observability techniques, including anomaly detection on metrics, LLM-based log clustering, and alert deduplication and summarization on top of Prometheus and OpenTelemetry. Establish operational guardrails such as prompt/version pinning, evaluation frameworks for agent behavior, cost and rate-limit controls, policy-as-code (OPA/Conftest) for AI-generated infrastructure changes, and clearly defined blast-radius controls. Define best practices for AI coding assistants such as GitHub Copilot, Claude, and Amazon Q in infrastructure repositories, including review workflows, prompt design, and restrictions on auto-merged changes. Treat AI components as production systems with SLOs, observability, on-call readiness, runbooks, and rollback strategies for agents and prompts. About You Required Qualifications 5+ years of experience in DevOps, SRE, or Platform Engineering operating production systems on AWS. Strong experience with CI/CD pipelines and tools such as GitHub Actions, GitLab CI, Jenkins, or CircleCI. Hands-on experience operating production EKS environments, including autoscaling, ingress, secrets management, and cluster upgrades. Strong AWS networking experience, including multi-account VPC design, subnets, routing, security groups, NACLs, Route 53, ACM, and load balancers. Deep experience with Terraform and GitHub Actions, ideally using OIDC-based cloud authentication. Experience with Aurora/RDS MySQL, Redis (ElastiCache), and S3, including backups, PITR, migrations, and lifecycle management. Strong observability experience using Prometheus, Grafana, and OpenTelemetry. Experience operating Argo CD at scale. Experience with Infrastructure as Code tools such as Terraform, CloudFormation, or Ansible. Experience managing Cloudflare services including WAF, Bot Management, Rate Limiting, and Zero Trust / Access, along with CloudFront. Experience operating Kafka/MSK at scale, including topics, consumer groups, and schema registries. Experience with Lambda and event-driven architectures. Comfortable working with Python, Bash, and Linux systems. Strong understanding of security best practices across IAM, KMS, secrets management, networking, and software supply chain security. Familiarity with vulnerability scanning and compliance tooling. Nice to Have Experience operating LLM or ML workloads in production, including LiteLLM, Bedrock, pgvector, prompt caching, or evaluation systems. Experience building or integrating MCP servers or deploying agent frameworks such as LangGraph or CrewAI in production environments. How We Work We bias toward automation over toil. If you do it twice, script it. If it pages twice, fix it. We’re a small team with high ownership. You’ll help define standards, not just follow them. Humans stay in the loop for anything risky. AI accelerates decision-making but does not replace judgment. We value blameless incident reviews, documented decisions, and fast feedback loops. What We Offer Competitive compensation packages Comprehensive health benefits: 100% of employee premiums covered 75%–80% of dependent premiums covered for most health, dental, and vision plans 401(k) plans to support retirement planning (no employer matching currently) Paid parental leave Unlimited PTO Flexible remote work from anywhere Up to $200/month co-working reimbursement Home office stipend: Up to $500 for home office setup $100/month for internet, phone, and related expenses Zingtree Values Lead with Action We are doers. We move quickly with purpose, take smart risks, learn fast, and focus on outcomes that benefit our customers and the business. People Really Matter We win as a team. We care deeply about our customers and employees, helping each other achieve professional growth and meaningful impact. Ownership Leads to Results When we commit, we deliver. We operate with integrity, accountability, and high standards. Expertise Creates Value We are learners. We continuously grow our knowledge, share expertise, and apply it to create meaningful results. Transparency Builds Trust We communicate openly, honestly, and respectfully. We share information that matters and build trusted relationships through clarity and empathy.
Listed by Zingtree for a position based in the United States. Employers on this board attest they are hiring domestically.
Senior SaaS Solutions Architect (Post Sales Implementation)
Zingtree · Washington, DC, USA
Pay
Not listed
Setting
On-site
About Zingtree Zingtree helps high-stakes customer support teams deliver fast, consistent, and compliant answers—every time . Our AI Automation platform enables support-agents and end-consumers to follow complex procedures with ease, resolve issues faster, and ensure customers get the right outcomes in moments that matter. Zingtree helps leading customer support organizations transform self-service, streamline support agent workflows, and deliver exceptional customer experiences. Zingtree is trusted by over 500 customers including industry leaders like Corpay, Experian, Optum / UnitedHealth Group, Allianz, SharkNinja, Sony, and Groupon to power intelligent automation across finance, healthcare, insurance, consumer services / products, and tech . These organizations rely on Zingtree to reduce handle times, increase FCR, improve CSAT, and stay compliant — all without overloading IT. As demand for governed AI and guided CX grows, we’re scaling our team to help more enterprises take control of their most complex support workflows. We are seeking a Senior SaaS Solutions Architect with strong project management capabilities and a passion for building conversational AI workflows. This is a hands-on, individual contributor role ideal for someone who excels at guiding clients through the technical implementation of intelligent support solutions. In this role, you’ll own the end-to-end deployment process—from systems integration to the design, build, and launch of conversational AI workflows tailored to each customer’s needs. You’ll work closely with both client stakeholders and internal teams to deliver seamless automation, configure advanced integrations, manage timelines, and ensure a successful go-live. This position requires a unique blend of technical expertise, AI workflow design experience, and a customer-first mindset to drive real impact for support organizations. The role reports into the COO and in order to best support our UK clients, we're only accepting applicants based on the East Coast of the U.S. or in the United Kingdom. What You'll Do Solution Design & Customization : Design, demo and build tailored AI-driven and conversational workflows that align with customer support objectives. Leverage decision trees and natural language interfaces to streamline complex support interactions. Technical Configuration & Integration : Collaborate with client IT teams to configure and integrate Zingtree with CRMs, APIs, and third-party platforms—ensuring reliable data exchange and conversational AI compatibility. Client Onboarding & Planning : Lead onboarding sessions to gather business requirements, understand customer support processes, and define project goals, with a focus on identifying opportunities for conversational automation. Stakeholder Collaboration : Act as the primary technical point of contact for clients throughout the project lifecycle, providing regular updates and managing expectations. Operate as the technical liaison to translate requirements between client business and IT resources, as well internally with team members Risk & Issue Management: Identify and mitigate project risks; resolve technical and process-related issues to prevent project delays. Testing & Validation : Guide UAT (User Acceptance Testing) with clients, ensuring conversational workflows and integrations meet functional and experience goals. Training & Enablement : Participate in platform and user training sessions to ensure customers are equipped to build and maintain AI-enabled conversational flows, workflows, and reporting. Go-Live & Post-Implementation Support : Ensure successful go-live execution and provide a seamless transition to Customer Success and Support for ongoing enhancements and support. Project Management : Coordinate and collaborate on multiple SaaS implementation projects concurrently - balancing technical execution, AI workflow development, and client alignment within defined timelines and scopes. Who You Are Work Experience: 7+ years in a solutions architect, customer engineering, technical project implementation roles, with at least 4+ years in enterprise B2B SaaS, preferably in customer support or contact center solutions, and with start-up experience. Conversational AI & Technical Expertise: Proven hands-on experience with automation technologies and integration architectures, including APIs, authentication protocols, middleware, web services, and messaging patterns. Proficiency in technologies enabling conversational AI—such as large language models (LLMs), prompt engineering, AI-led agentic workflows, and real-time decisioning. Strong front-end skills (JavaScript, CSS, JSON) and familiarity with ETL/data transformation. Experience integrating with CRMs (especially Salesforce and Zendesk) is a significant plus. Business Acumen: Specializes in digesting complex business requirements and designing comprehensive and integrated workflow solutions that are flexible and adaptable to the client's needs. Analytical Mindset: Proficient in troubleshooting technical challenges and collaborating with cross-functional teams to find solutions. Ability to quickly understand operational processes and identify areas the technology can condense and/or optimize the processes. Client-Facing Expertise: Exceptional communication and interpersonal skills; experience interfacing with customers to manage expectations, resolve issues, and ensure project success. Ability to clearly articulate technical topics to a non-technical audience, including experience working with executives. What We Offer Competitive Compensation with performance-based incentives Health, Dental, and Vision Benefits (100% covered for employees) Equity Stock Options 401(k) Retirement Plan Paid Parental Leave Unlimited PTO Flexible Remote Work Environment $500 Home Office Stipend + Monthly Internet/Phone reimbursement Co-Working Reimbursement up to $200/month Our Core Values Lead with Action – We move fast with purpose People Really Matter – We win as a team and support each other fully Ownership Leads to Results – We take responsibility and deliver Expertise Creates Value – We build and apply knowledge Transparency Builds Trust – We communicate clearly, directly, and with care. As Zingers, we operate with a mindset that blends urgency, intelligence, and humanity. Zingtree Mission Empowering teams to resolve complex customer issues with confidence, clarity, and control. We believe the future of customer experience belongs to those who can orchestrate outcomes—not just automate tasks. Zingtree Vision Creating a world where every customer interaction is accurate, compliant, and effortlessly scalable. #LI-Remote #LI-EG1
Listed by Zingtree for a position based in the United States. Employers on this board attest they are hiring domestically.
SaaS Solutions Architect (Post Sales Implementation)
Zingtree · Washington, DC, USA
Pay
Not listed
Setting
On-site
About Zingtree Zingtree helps high-stakes customer support teams deliver fast, consistent, and compliant answers—every time . Our AI Automation platform enables support-agents and end-consumers to follow complex procedures with ease, resolve issues faster, and ensure customers get the right outcomes in moments that matter. Zingtree helps leading customer support organizations transform self-service, streamline support agent workflows, and deliver exceptional customer experiences. Zingtree is trusted by over 500 customers including industry leaders like Corpay, Experian, Optum / UnitedHealth Group, Allianz, SharkNinja, Sony, and Groupon to power intelligent automation across finance, healthcare, insurance, consumer services / products, and tech . These organizations rely on Zingtree to reduce handle times, increase FCR, improve CSAT, and stay compliant — all without overloading IT. As demand for governed AI and guided CX grows, we’re scaling our team to help more enterprises take control of their most complex support workflows. We are seeking a SaaS Solutions Architect with strong project management capabilities and a passion for building conversational AI workflows. This is a hands-on, individual contributor role ideal for someone who excels at guiding clients through the technical implementation of intelligent support solutions. In this role, you’ll own the end-to-end deployment process—from systems integration to the design, build, and launch of conversational AI workflows tailored to each customer’s needs. You’ll work closely with both client stakeholders and internal teams to deliver seamless automation, configure advanced integrations, manage timelines, and ensure a successful go-live. This position requires a unique blend of technical expertise, AI workflow design experience, and a customer-first mindset to drive real impact for support organizations. The role reports into the COO and in order to best support our UK clients, we're only accepting applicants based on the East Coast of the U.S. or in the United Kingdom. What You'll Do Solution Design & Customization : Design, demo and build tailored AI-driven and conversational workflows that align with customer support objectives. Leverage decision trees and natural language interfaces to streamline complex support interactions. Technical Configuration & Integration : Collaborate with client IT teams to configure and integrate Zingtree with CRMs, APIs, and third-party platforms—ensuring reliable data exchange and conversational AI compatibility. Client Onboarding & Planning : Lead onboarding sessions to gather business requirements, understand customer support processes, and define project goals, with a focus on identifying opportunities for conversational automation. Stakeholder Collaboration : Act as the primary technical point of contact for clients throughout the project lifecycle, providing regular updates and managing expectations. Operate as the technical liaison to translate requirements between client business and IT resources, as well internally with team members Risk & Issue Management: Identify and mitigate project risks; resolve technical and process-related issues to prevent project delays. Testing & Validation : Guide UAT (User Acceptance Testing) with clients, ensuring conversational workflows and integrations meet functional and experience goals. Training & Enablement : Participate in platform and user training sessions to ensure customers are equipped to build and maintain AI-enabled conversational flows, workflows, and reporting. Go-Live & Post-Implementation Support : Ensure successful go-live execution and provide a seamless transition to Customer Success and Support for ongoing enhancements and support. Project Management : Coordinate and collaborate on multiple SaaS implementation projects concurrently - balancing technical execution, AI workflow development, and client alignment within defined timelines and scopes. Who You Are Work Experience: 4+ years in a solutions architect, customer engineering, technical project implementation roles, with at least 2+ years in enterprise B2B SaaS, preferably in customer support or contact center solutions, and with start-up experience. Conversational AI & Technical Expertise: Proven hands-on experience with automation technologies and integration architectures, including APIs, authentication protocols, middleware, web services, and messaging patterns. Proficiency in technologies enabling conversational AI—such as large language models (LLMs), prompt engineering, AI-led agentic workflows, and real-time decisioning. Strong front-end skills (JavaScript, CSS, JSON) and familiarity with ETL/data transformation. Experience integrating with CRMs (especially Salesforce and Zendesk) is a significant plus. Business Acumen: Specializes in digesting complex business requirements and designing comprehensive and integrated workflow solutions that are flexible and adaptable to the client's needs. Analytical Mindset: Proficient in troubleshooting technical challenges and collaborating with cross-functional teams to find solutions. Ability to quickly understand operational processes and identify areas the technology can condense and/or optimize the processes. Client-Facing Expertise: Exceptional communication and interpersonal skills; experience interfacing with customers to manage expectations, resolve issues, and ensure project success. Ability to clearly articulate technical topics to a non-technical audience, including experience working with executives. What We Offer Competitive Compensation with performance-based incentives Health, Dental, and Vision Benefits (100% covered for employees) Equity Stock Options 401(k) Retirement Plan Paid Parental Leave Unlimited PTO Flexible Remote Work Environment $500 Home Office Stipend + Monthly Internet/Phone reimbursement Co-Working Reimbursement up to $200/month Our Core Values Lead with Action – We move fast with purpose People Really Matter – We win as a team and support each other fully Ownership Leads to Results – We take responsibility and deliver Expertise Creates Value – We build and apply knowledge Transparency Builds Trust – We communicate clearly, directly, and with care. As Zingers, we operate with a mindset that blends urgency, intelligence, and humanity. Zingtree Mission Empowering teams to resolve complex customer issues with confidence, clarity, and control. We believe the future of customer experience belongs to those who can orchestrate outcomes—not just automate tasks. Zingtree Vision Creating a world where every customer interaction is accurate, compliant, and effortlessly scalable. #LI-Remote #LI-EG1
Listed by Zingtree for a position based in the United States. Employers on this board attest they are hiring domestically.
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