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.  ROLE OVERVIEW The Tech Lead – NOC / Infrastructure Engineering will drive the reliability, scalability, and operational excellence of critical systems and infrastructure. This role blends deep technical expertise with leadership responsibilities, including guiding a team of engineers, defining best practices, and leading automation and transformation initiatives. The ideal candidate will act as a technical authority across cloud (AWS), networking, telephony (VOIP/GSM), monitoring, and incident management domains, while championing Infrastructure as Code (IaC), AI-driven operations, and continuous improvement. KEY RESPONSIBILITIES Technical Leadership & Strategy  Act as the primary technical authority for NOC operations and infrastructure engineering.  Define architecture standards, operational best practices, and automation strategies.  Drive adoption of SRE principles, including reliability engineering, error budgets, and capacity planning.  Lead technical decision-making and design reviews across infrastructure and operations.   Infrastructure & Automation  Architect, design, and implement infrastructure using Terraform (IaC).  Lead automation initiatives to eliminate manual tasks and improve operational efficiency.  Develop reusable modules, pipelines, and frameworks for scalable infrastructure deployment.  Promote CI/CD practices for infrastructure and operational workflows   Cloud & Platform Engineering   Own and optimize AWS cloud environments (compute, networking, storage, security).  Ensure cost efficiency, high availability, and scalability of cloud resources.  Drive cloud governance, security best practices, and compliance adherence.   Networking & Telephony Systems   Oversee design and operations of networking infrastructure (routing, switching, VPNs, firewalls).  Lead management of VOIP systems, SIP trunks, PSTN, and GSM gateways.  Troubleshoot complex telecommunication and network issues across distributed systems   Monitoring, Incident & Reliability Management  Define and implement monitoring and observability strategy (Prometheus, Grafana, Datadog, etc.).  Lead major incident response (P1/P2), acting as Incident Commander when required.  Drive proactive issue detection, alert tuning, and noise reduction.  Ensure high-quality Root Cause Analysis (RCA) and track corrective/preventive actions. Change Management & Operational Governance  Ensure adherence to ITIL processes for incident, problem, and change management.  Review and approve high-risk changes and deployments.  Continuously improve operational playbooks and SOPs. AI & Continuous Improvement  Identify and implement AI/ML-driven solutions for predictive monitoring and automation.  Drive innovation initiatives to improve operational maturity and reduce MTTR.  Evaluate new tools and technologies for operational enhancement. Reporting & Stakeholder Communication  Provide leadership-level reporting on system health, incidents, SLAs, and KPIs.  Build dashboards and insights using Excel, Power BI, or similar tools.  Collaborate with cross-functional teams including Product, Engineering and Support.   REQUIRED SKILLS & QUALIFICATIONS Technical Expertise  Strong hands-on experience with Terraform, AWS, and infrastructure automation.  Deep understanding of networking protocols (TCP/IP, VLANs, VPNs, DNS, etc.).  Expertise in VOIP, SIP, PSTN, and GSM gateway systems.  Experience with monitoring/observability tools (Prometheus, Grafana, Datadog, etc.).  Working knowledge of AI/ML use cases in operations (AIOps).  Familiarity with ticketing systems (ServiceNow, Jira).  Working knowledge of MSSQL, Oracle, PostgreSQL, MySQL, and related database technologies, including monitoring, performance analysis, troubleshooting, upgrades, patching, and failover activities.  Experience supporting highly available database environments, including backup/recovery validation, replication monitoring, upgrade coordination, failover testing, and incident management in collaboration with DBA teams. PROCESS & LEADERSHIP Strong expertise in ITIL processes (Incident, Change, Problem Management).  Proven experience in leading technical teams and handling escalations.  Ability to design and enforce operational standards and governance. SOFT SKILLS Excellent problem-solving and analytical thinking.  Strong communication and stakeholder management skills.  Ability to lead under pressure during critical incidents. EXPERIENCE 6–10 years in NOC, SRE, or infrastructure roles.  Minimum 2–3 years in a technical lead / senior leadership role. PREFERRED QUALIFICATIONS AWS Certified Solutions Architect / SysOps Administrator  HashiCorp Terraform Associate  ITIL Foundation Certification  Networking certifications (CCNA or equivalent)  VOIP/SIP certifications  Experience with Python/Bash scripting  Exposure to AIOps or predictive analytics tools 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