Platform Engineer

Platform Engineer

Job Posted - 06/02/2026

‍

About Operata

Operata is the CX Observability platform for the AI-enabled contact center. In a fractured landscape of CCaaS platforms, Voice AI agents, and BPOs, Operata shines a light into the real-time customer experience by harmonizing technical, operational, and experience data into a clear map for IT and Operations teams. Headquartered in Denver, Colorado and Melbourne, Australia.

Bringing Observability to Customer Experience

Operating a consistently high-performing cloud contact center is now a mission-critical requirement for modern enterprises. Yet the technical complexity and fragmentation of today's digital customer experience create significant challenges for contact center operations and IT teams.

From network, browser, and headset failures to BPO performance issues and opaque AI systems, countless factors degrade customer interactions—many of which sit outside the visibility and control of even the most experienced teams.

As the world's first CX observability platform, Operata brings clarity to this complexity. By unifying technical, operational, and experience data across fragmented but interconnected systems, Operata exposes patterns that allow enterprises to diagnose issues faster, resolve them more effectively, and proactively improve every customer interaction in real time.

Often described as the "Datadog for Contact Centers," Operata enables enterprises to move from reactive firefighting to proactive CX optimisation.

Our vision is to put "people experience" at the heart of communications.

With Operata, enterprises gain the insight, intelligence, and control needed to operate resilient, high-performing contact centers and deliver truly connected customer experiences at scale.

About the role

Are you an engineer who treats platforms as products—with users, roadmaps, trade-offs, and measurable outcomes?

This role is about owning and building an internal platform that engineers genuinely want to use. A platform that provides a seamless experience from local development through to production, accelerates delivery, improves reliability, and scales with the organisation.

This is not about provisioning infrastructure. You will be building a product in its own right.

Our engineering teams design, build, and operate data pipelines and applications that process millions of events per month, supporting real-time monitoring, analytics, and insights at scale. The platform is cloud-native, running on AWS and built around containerised and serverless workloads, asynchronous messaging, and a mix of object, relational, and analytical data stores.

We build services that run in containerised and event-driven environments, with infrastructure and deployments managed through version-controlled workflows and strong practices around CI/CD, infrastructure as code, observability, and incident management.

Our systems balance managed cloud services with selectively self-hosted components where it makes sense, with a strong focus on reliability, scalability, and operational efficiency.

Why This Role Exists

We are a growing startup with ~10 engineers today and plans to double in the next 12 months. The platform is currently a shared responsibility across teams, which has led to inconsistencies in how services are deployed, operated, and observed.

We are hiring our first dedicated Platform Engineer to take ownership of the developer experience, reduce cognitive load, and create clear, well-supported "golden paths" for building and running services.

You will help us move from "things work" to a coherent, scalable platform that engineers trust and choose to adopt.

How You Will Make an Impact

You will:

• Work with engineers to understand friction, unmet needs, and opportunities in the developer experience
• Translate platform challenges into clear initiatives with measurable outcomes
• Design and deliver self-service workflows, APIs, and "golden paths" for building and running services
• Drive adoption through thoughtful defaults, documentation, and developer feedback loops
• Improve deployment reliability, observability, and incident response practices
• Provide technical guidance and design review for platform-related changes and migrations
• Partner with Product and Operations on security, reliability, compliance, and business-continuity priorities

What You Will Own

You will have real ownership and decision-making authority, while taking a product-led and consultative approach to change.

Specifically, you will own:

• The CI/CD and deployment experience, including pipelines, workflows, and shared tooling
• The observability platform, covering metrics, traces, logs, alerting, and incident response
• Kubernetes cluster operations and core platform components
• AWS account-level configuration, standards, and operational practices
• Self-service infrastructure provisioning via infrastructure as code
• Platform abstractions that reduce cognitive load while preserving flexibility for advanced use cases

Our current stack includes tools such as Kubernetes, Terraform, OpenTelemetry, GitHub, Buildkite, FluxCD, Datadog, and PagerDuty.

Constraints and Context

We believe being explicit about constraints leads to better outcomes:

• The platform currently supports a mix of Lambda and Kubernetes-based workloads
• Kubernetes workloads are early-stage and not yet standardised
• Engineers are on-call today; platform-related incidents are relatively rare and on-call load is light
• We aim for roughly 75% roadmap-driven work and 25% reactive support
• Adoption matters more than enforcement—success depends on engineers choosing the platform because it makes their work easier

These constraints are explicit by design—we expect the platform to evolve significantly as the organisation scales.

What Success Looks Like

In your first 6–12 months, success will look like:

• Reduced cognitive load for engineers shipping and operating services
• More consistent, standardised deployment workflows
• Faster and more predictable deployments
• Clear platform "golden paths" that teams actively adopt
• Improved lead time as a primary delivery metric

Failure would look like teams bypassing the platform due to poor fit, unclear communication, or lack of trust. Collaboration and feedback are central to this role.

Role Scope and Growth

• This is primarily an individual contributor role with significant influence
• You will work closely with Principal Engineers to agree on priorities and direction
• Over time, this role is expected to grow into leading the platform engineering stream, including shaping strategy and potentially building a small team as the company scales
• You will have time and space to experiment, refactor, and improve foundational systems—this is not a pure firefighting role

Qualifications

You'll likely bring experience in several of the following areas:

• Designing and operating internal platforms as products, not just shared services
• Strong experience with CI/CD, Kubernetes, and cloud-native environments
• Observability platforms
• Infrastructure as Code (Terraform or equivalent)
• Building tooling in Go
• A user-centric mindset when designing technical systems

Depth, judgement, and product thinking matter more than ticking every box.

‍

Additional Information

At Operata, we embrace inclusion and diversity. We believe in work/life balance and bringing our true selves to work. To that end, we offer best-in-class flexibility that supports our Operatas along their career journey with us.

For us, better connection is something we live—with our people, customers, partners and our team. It’s reflected in our 8 core values:

• Execute the why. Grow with purpose.
• Play the long game. Build respect, value relationships.
• Progress over perfection. Act and iterate.
• Be fearless. Be empowered to innovate without fear.
• We’re customers too. We solve the problems we have.
• Impress yourself. Do it because you think it is valuable.
• Leave it better than we found it. Use our knowledge to do some good.
• Be thoughtful. Think first, empathise, consider our impact.

Read more about our culture and values at: operata.com/our-story

Operata is an equal opportunity employer and makes employment decisions on the basis of merit.  Operata prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. 

‍