Platform Operations Principal Architect

Infobip; Chicago (IL); Hybrid; USD 150,000 - 200,000; Full time

Benefits offered by this job

Flexible hybrid work model

ESOP

Career mobility

Professional development

International mobility

Job summary

Infobip, a global cloud communications platform, seeks a Platform Operations Principal to lead technical excellence across CPaaS Registrations, Connectivity, and Routing at scale. You will mentor engineers, influence product and architecture, and translate complex requirements into robust operational solutions.

This role combines hands-on mastery with cross‑functional advocacy, defining long‑term roadmaps, forecasting capacity, and driving reliability, security, and customer experience across

Responsibilities

• Serve as the highest-level technical expert within Platform Operations, providing authoritative guidance within a specialty area (registrations, connectivity, routing, SPAM).
• Act as the final point of escalation for complex operational, technical, and customer-impacting issues requiring deep specialty expertise.
• Mentor senior engineers and guide cross-functional teams on technical direction, best practices, and problem-solving approaches.
• Represent operational concerns in product, architecture, and platform strategy discussions.
• Define the long-term technical roadmap for the operational specialty area, aligned with divisional and platform-wide priorities.
• Evaluate emerging technologies and lead their adoption where they advance operational maturity.
• Forecast capacity, cost optimization, and technology evolution to ensure the platform scales sustainably.
• Translate business, regulatory, and ecosystem requirements into operational plans and technical solutions.
• Translate policy, compliance, and regulatory requirements into operational controls and implementations.
• Monitor and analyze customer usage patterns, traffic behavior, performance bottlenecks, reliability signals, and risk indicators.
• Identify emerging operational trends and design mitigation or optimization strategies.
• Design and implement processes for monitoring, alerting, detection, and automated response.
• Build tools that reduce recurring operational and integrity issues.
• Drive continuous improvement of tooling and workflows.
• Ensure operational readiness of new features, releases, and platform changes.
• Optimize workflows for onboarding, configuration, service delivery, and traffic management.
• Balance protective controls with business enablement to protect integrity and customer experience.
• Develop automation to improve efficiency and reduce manual work.
• Standardize and document runbooks and response procedures.
• Collaborate with Support, Customer Success, Compliance, Sales, Engineering, Product, and Carrier Relations to translate needs into solutions.
• Advocate for customer experience and platform integrity across stakeholders.
• Partner with compliance, risk, and external ecosystem partners where needed.
• Serve as a subject matter authority in cross-functional initiatives and incident reviews.

Job description

Infobip, a global cloud communications platform, seeks a Platform Operations Principal to lead technical excellence across CPaaS Registrations, Connectivity, and Routing at scale. You will mentor engineers, influence product and architecture, and translate complex requirements into robust operational solutions.

This role combines hands-on mastery with cross‑functional advocacy, defining long‑term roadmaps, forecasting capacity, and driving reliability, security, and customer experience across