Site Reliability/DevOps Engineer – UCC Team (Remote)
Heredia, Costa Rica
hace 4 días

Job Description

You have passion about new technologies and have strong technical background to create a bridge between Development and Operations by bringing automated solutions for Operational aspects such as on-call monitoring, availability, latency, performance, efficiency, change management, system monitoring, emergency response and capacity planning.

You are fueled by a fundamental belief of improving and managing a large-scale system to deliver agility and more value.

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.

You have system-wide view and can support and improve UCC service operations through building systems that increase site reliability and performance.

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

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

  • Your responsibility 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.

    Your responsibilities include build, run and service improvement of technologies in UCC space and build self-service tools for colleagues who rely on our services.

    You should have 6+ Years of experience in supporting SAAS Cloud 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 would 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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