UCC Engineer - Voice and Automation (Remote)
Heredia, Costa Rica
hace 3 días

Job Description

You have passion and frame of mind for service quality and stability through fast and effective response and to be a catalyst for change via analysis and identification of continual service improvement opportunities.

You have technical expertise, interpersonal skills, and knowledge over a wide range of collaboration technological services.

Technologies excites you because of the endless possibilities it creates. You’re looking for highly creative, stimulating and technically challenging role for exiting technologies and an opportunity to work for a company whose software is utilized by every Fortune 500 company and significantly impacts every industry.

You want to be a part of a collaborative environment whose teams care about the Colleague experience, Simplify Choice and Operational Excellence.

Understanding and experience of operational tools and concepts, such as alerting, monitoring, logging and health checks

Your responsibilities will be split in between operations / on-call duties, developing and improvising systems.

  • Your role includes 24x7 site reliability rotations and escalation workflows.
  • You will identify, receive, triage and act upon events and incidents coming from various SaaS services.
  • Proactively identify potential problems, issues and actively communicate and manage issues to resolution.
  • Assist in troubleshooting and root cause analysis for environmental issues as they arise.
  • Proactively communicate potential problems and issues to service owners / team members / leaders.
  • You will need to work closely with subject matter experts in UCC (Unified Communication and Collaboration), Colleague Experience, L1 Support Teams within IT to support and improve our services and colleague experience.

    Your responsibilities include build, support and improvement of services for colleagues that rely on our services.

    You should have 3+ Years of experience in supporting SAAS platforms with an ability to integrate and develop environments using any of these programming languages Python, C#, JavaScript or GoLang.

    Conceptual understanding of communication and collaboration services. i.e. Voice (Telecom / SBC) and Contact Center Collaboration Services is also needed.

    Your time will be balanced in supporting and development of systems and services. You will be primarily supporting and automating services in communication and collaboration platforms.

    MS Teams / Zoom Telephony, AudioCodes, Genesys etc.)

    You will spend time in learning UCC technologies along with your current technical and professional skills. We want you to be curious, learning both from team members and individually.

    Your Objectives and Key Results for the first 90 days will be aligned towards running / supporting UCC Services, and to create systems to accomplish the work that would otherwise be performed, often manually.

    The hiring manager for this role is, Senior Manager, UCC. They are service-focused technology strategist with years of successful experience in diverse workforce management.

    Their philosophy is about encouraging everyone on the team to be independent thinkers and they are looking for people who can think out-of-the-box and then execute on a good idea.

    You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting .

  • Employee Stock Purchase Plan
  • Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
  • Generous Time Off Programs
  • 40 hours of paid time to volunteer in your community
  • Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
  • Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
  • Healthy and local inspired snacks in all our on-site pantries
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