Lead Site Reliability Engineer, ASAPP
$140-194k
AI agents for enterprise contact centers
Job no longer available
AI agents for enterprise contact centers
201-500 employees
Job no longer available
$140-194k
201-500 employees
Company mission
To solve the toughest challenges in customer services with AI.
Role
Who you are
- +6 years of relevant experience bringing software to production at high scale
- Participation in on-call rotation, triaging and addressing production issues
- Obsession with automation and instrumentation
- Understanding of complex systems and failure scenarios
- Excellent communication skills
- Knowledge of AWS services, containers and container management frameworks
- Familiarity with Message Bus based systems and distributed architectures
- Proficiency in Python and/or Go
Desirable
- BS or MS degree in the Computer Science field, or equivalent hands-on experience
- Experience in product oriented environments
- Scalable distributed applications experience
What the job involves
- Work with product engineering teams on service architecture and implementation
- Deliver configuration as code and automate everything
- Direct and implement monitoring and alerting systems to support rapid problem diagnosis
- Perform Root Cause Analysis and design and deliver resolutions
- Work on our Kubernetes / AWS infrastructure to support our product engineers
- Write software to enable secure and performant communication in our production systems
Our take
With around 70% of purchases driven by customer experience, call centers are an important part of many large companies' sales operations. But call centers have a problem retaining skilled agents, with high pressure and workloads leading to a turnover rate more than double other workforces. ASAPP is aiming to fix that by providing AI tools to support call center agents by reducing their data entry and reporting workload.
ASAPP is by no means alone in this space, with other startups such as Lang, Gong and Cogito entering the AI call-center market along with growing interest from giants such as Amazon and Google. But it's early start (ASAPP was founded in 2014) and focus on development of its NLP models gives it an edge that it seems set to retain, with a client base consisting of enterprise companies such as JetBlue, EY and American Airlines.
In 2024, ASAPP continued to lead the way in generative AI for contact centers, with the launch of its GenerativeAgent product, redefining customer service by automating 99% of interactions and boosting efficiency and satisfaction. With strong partnerships and a history of success, ASAPP is ready for even more growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2021
$120m
SERIES C
May 2020
$185m
SERIES B
Total funding: $380m
Company HQ
World Trade Center, New York, NY
Leadership
Priya joined ASAPP in 2022 as CTO, moving into the role of President of Technology in 2023, Interim CEO in 2024 and CEO in 2025. Prior to ASAPP, she spent 3 years at Microsoft as a VP of Data & AI and 2 years at IBM as CTO/VP of Applied AI.
Jo-Anne Sinclair
(CLO)Prior to joining ASAPP in 2016, Jo-Anne was an Attorney at Sereno Legal Service and an SVP of Legal at Nuance Communications. She was also on the General Counsel at ScanSoft for 5 years and Caere Corporation for 2 years.
Nirmal Mukhi
(Chief Architect)Nirmal joined ASAPP in 2021 as a Director of Machine Learning Infrastructure. Since then, he has held a number of roles and moved into the role of Chief Architect in 2025. Previously, he served as the CTO at TRANSFR and spent 19 years at IBM, joining as a Software Engineer before becoming a Solutions Portfolio Manager, Development Manager of IBM Watson Education, and Development Leader of Watson Education Platform.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 6 more jobs at ASAPP