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Vice President of Infrastructure

| Chicago
In 2016, digital ads drove 108 billion phone calls to U.S. businesses… Surprisingly, the marketers who paid for those ads typically have zero insight into these customer interactions and conversions. As the market leader in call analytics and customer experience optimization, DialogTech provides marketers with an end-to-end call attribution and analytics platform. This enterprise-class solution delivers transparency and control over every conversation, so companies can optimize lead generation, map the full path to conversion, and increase sales conversions.
Thanks to smartphones, consumers are calling businesses to engage in conversations at record rates throughout every step of the customer journey, and at DialogTech we are changing the world of voice communications for our customers. We enable our customers to better attribute, route, personalize, and handle their voice interactions at each stage of the marketing and sales processes.
DialogTech is a venture funded growth stage company with $60,000,000 of funding, over 5,000 customers and 150 employees. Since the beginning of 2014, DialogTech has experienced over 300 percent growth in its enterprise customer base and nearly doubled its average customer size.
We are seeking a highly qualified Vice President of Infrastructure and Security to lead all aspects of DialogTech’s technology infrastructure planning, architecture, implementation, and support. You will optimize a complex, diverse, and interdependent collection of networks, servers, and services spread across two data centers and the cloud. You will provide a robust, resilient, and highly available system.
You will also lead the day to day support of all production platforms. You and your teams will ensure sufficient capacity and scaling, that the cost to operate and support the platforms aligns with business expectations, and that all regulatory and compliance requirements are met.
You will be successful in this position if you can:
  • Provide both managerial and “player coach” hands-on leadership and mentoring for a team of 15+, including Security Engineers, Network Engineers, Systems Engineers, DBAs, and Telephony Engineers.
  • Manage and deliver on our security and compliance efforts for HIPAA and PCI compliance, including managing key third party vendors including the audit process
  • Assist the sales team in responding to security and compliance oriented RFPs, including meetings with client security teams when necessary
  • Optimize and drive our system-wide operational processes, including root cause analysis, change management, change control, and incident response
  • Drive our approach to operations and infrastructure to a fully automated approach, both in AWS and our data centers through our use of tools like CloudFormation, Ansible, TerraForm, and others
  • Vendor management, with a specific eye toward cost management
  • Implement the tools, processes, and carrier relationships necessary to deliver a premier telephony infrastructure using open source solutions
  • Architect, build, and support a transformation in our voice services from a data center solution to a hybrid model, and ultimately transforming to a complete cloud solution
  • Plan and execute VoIP Infrastructure upgrades and migration activities while handling risk avoidance and remediation, performance, SLAs, and customer requirements
  • Maintain and optimize voice and related network services management facilities in a complex communications environment
  • Manage telephony costs through inventory management, vendor management, and least cost routing
  • Anticipate, prevent and eliminate voice-related problems and risks by identifying and creating efficient fixes for any security risks, patches/vulnerabilities, etc.
  • Implement zero downtime approaches for infrastructure upgrades
  • Plan, implement, verify, and test DR and BCP processes as they relate to production systems, balancing costs and benefits of various approaches
  • Manage capacity and scalability cost effectively in a dynamic, complex, and global environment
  • Review, write and edit technical documents, presentations, briefings, white papers and other work as required
  • Consult and assist other technology teams on projects and integration issues
The skills and experience you will need for success are:
  • 12+ years of experience in a related field and/or similar role including telecommunications systems responsibilities
  • Demonstrated ability to build and lead high performance teams
  • Hands on experience and knowledge of complex networking environments hosting time-sensitive protocols that include multiple network connections, complex BGP configurations, QoS, BFD, and active/active data centers
  • Experience with open source tools and platforms, Cisco and Juniper products, and the AWS environment
  • Experience securing production environments, including incident response and crisis management
  • Experience with large scale data architectures using multiple storage engines, including MySQL, Elastic, RDS, Dynamo, Redis, or other similar platforms
  • Ability to best drive continual improvement to the Infrastructure team’s initiatives, strategies and platforms in response to DialogTech’s customers’ evolving needs
  • Ability to think strategically while leading multiple projects across multiple teams
  • Lead all external vendor relationships
  • Bachelor’s degree preferred but not required
We're committed to improvement and have been one of Chicago's Best Companies, 9 years running, a 101 Best Places to Work in Chicago and an Inc. 500 fastest growing company.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 
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Technology we use

  • Engineering
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Right across the street from Union Station. A short walk to all CTA train and bus lines.

An Insider's view of DialogTech

What are some social events your company does?

We have loads of weekly formalized social events, from Friday beer bashes to charitable initiatives (causes are chosen from a pool of topics near and dear to DialogTech team members' hearts. We also participate in intramural sports and have an active women's group.


Customer Support Engineer

What projects are you most excited about?

My team is building a Sourcetrak offering that allows customers to use their own phone numbers and telephony while leveraging DialogTech's data and analytics. I'm excited to implement new serverless and scaling technologies to enhance Sourcetrak.


Software Engineer

How has your career grown since starting at the company?

I initially started off in the sales organization and was always vocal about helping in other areas of the business. I was granted the opportunity to move to the marketing team, where my interest in all things paid search really developed. My management team has been extremely helpful in getting me closer to the next step in my career at DialogTech


Digital Marketing Manager

What is your vision for the company?

The most enjoyable part of working at DialogTech are the people and being able to work on cutting edge technologies. It's a collaborative environment. People take the time get to know you, both personally and professionally. Everyone is incredibly supportive of one another. The company is very focused and works towards their vision.


Director of Platform Engineering and Operations

What are DialogTech Perks + Benefits

DialogTech Benefits Overview

DialogTech offers three different plans to choose from: BlueCross BlueShield $250 deductible PPO medical, $2,500 deductible HSA plan (with employer contributions), and a BlueAdvantage HMO plan.
Dental insurance through Guardian Dental PPO plan and VSP Vision Insurance which provides the option of seeing any provider you choose within the network, without referral.

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
DialogTech's vision insurance plan provides the option of seeing any provider you choose within the network, without referral and a Wellness Exam Copay of $20.
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
DialogTech's 401(k) retirement plan offers investing into a Roth/Pretax retirement account.
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 100% paid maternity leave for up to 12 weeks and 3 weeks paid paternity leave.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
At DialogTech we have unlimited PTO for all our employees.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
We have weekly Beer Bashes in our office every Friday at 4 pm to start the weekend off right with our colleagues.
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
DialogTech provides free in-office premium beverages, fruit, cereal as well as healthy snacks.
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns

Additional Perks + Benefits

At DialogTech we work to live, not live to work. It’s why we have an unlimited vacation policy and other rich benefits like 100% covered, paid maternity leave. We believe hiring the right people is our most important job and we believe in rewarding you for your hard work.

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