Senior Infrastructure Engineer

CallMiner

12d•Onsite

About The Position

As part of the CallMiner Engineering and Operations Team, the DevOps System Administrator is responsible for the reliability, security, and performance of the infrastructure that delivers CallMiner's intelligent CX automation solutions to enterprise customers, including OmniAgent. The primary focus of this role is managing and supporting customer-facing infrastructure: deploying, operating, and troubleshooting the systems that connect AI virtual agents to customers' contact center and telephony environments. A central part of this responsibility is SIP telephony integration – owning the end-to-end technical path from the moment a customer's phone rings to the moment the AI agent answers, across SIP trunks, carriers, PBX systems, session border controllers, and enterprise networks. The DevOps System Administrator partners closely with Engineering, Delivery, and Customer Success teams to support customer deployments, resolve infrastructure and connectivity issues, plan capacity, and ensure the availability of real-time, voice-first services handling millions of customer interactions annually. The ideal candidate is a proactive problem-solver who thrives on ownership and operational excellence in a fast-paced environment. This position is based in Prague, Czech Republic, and supports CallMiner's Intelligent CX Automation platform serving customers throughout Europe and globally.

Requirements

5+ years of experience in System Administration, DevOps, VoIP/telephony engineering, or related infrastructure roles
Bachelor's degree preferred in Computer Science, Information Technology, or related discipline, or equivalent practical experience
Hands-on experience with SIP-based integrations, SIP trunking, call routing concepts, and real-world troubleshooting across networks and enterprise environments
Strong Linux administration skills (Ubuntu/Debian/CentOS), including shell scripting (Bash) and scripting in Python or similar
Hands-on experience with public cloud platforms (Azure and/or AWS), including compute, networking, storage, and identity services
Practical experience with containerization (Docker) and orchestration (Kubernetes)
Experience with monitoring, logging, and alerting tools and a structured approach to incident management
Solid understanding of networking fundamentals (TCP/IP, DNS, VPN, firewalls, load balancing, NAT) and security best practices
Strong troubleshooting and problem-solving skills with a proactive, ownership-driven mindset and direct customer impact
Strong organizational skills, managing multiple priorities independently in a fast-paced, customer-facing environment
Professional proficiency in Czech and English required

Nice To Haves

Deep experience operating real-time communication infrastructure (VoIP, SIP, WebRTC, telephony platforms, session border controllers) or other latency-sensitive services
Experience with SIP/VoIP diagnostic and analysis tools (e.g., Wireshark, sngrep, SIP tracing)
Experience supporting conversational AI, contact center, CCaaS, or speech technology platforms (e.g., Genesys, Avaya, Cisco, Twilio, Vonage)
Exposure to database administration (PostgreSQL, MySQL, MongoDB, Redis) and message queues (RabbitMQ, Kafka)
Familiarity with security and compliance frameworks (ISO 27001, SOC 2, GDPR) in a SaaS environment
Relevant certifications such as Azure Administrator Associate, AWS SysOps Administrator, CKA, or Linux (LPIC/RHCSA)
Experience in a high-growth startup or scale-up environment, ideally within a multinational organization

Responsibilities

Administer, monitor, and maintain customer-facing cloud infrastructure (Azure and/or AWS, OVH Cloud) supporting CallMiner's intelligent CX automation platform
Own SIP telephony integrations for customer deployments: configure and maintain connectivity via SIP trunking providers, direct trunks, and customers' enterprise telephony infrastructure (PBX, SBC, CCaaS platforms)
Design reliable call paths balancing latency, audio quality, reliability, and security constraints
Diagnose and resolve complex telephony and connectivity issues across customer environments, including call routing, NAT traversal, codec compatibility, RTP/audio quality, firewall and QoS configuration
Ensure high availability, low latency, and resilience of real-time voice and conversational AI services
Support customer onboarding and go-lives in coordination with Delivery and Professional Services teams, from proof-of-concept through production
Manage containerized workloads and orchestration platforms (Docker, Kubernetes)
Lead incident response and root cause analysis for infrastructure, telephony, and connectivity issues
Perform routine system administration tasks including patching, backups, disaster recovery testing, user and access management, and capacity planning
Harden systems and enforce security best practices, supporting compliance requirements (e.g., ISO 27001, GDPR, SOC 2) and audit activities
Manage databases, networking, DNS, load balancing, certificates, and VPN/firewall configurations
Collaborate with Engineering teams to translate recurring customer integration challenges into platform and process improvements
Create and maintain clear technical documentation, runbooks, and integration guides for customer-facing infrastructure