Senior Site Reliability Engineer (SRE) - IVR Experience

Job Title:

Senior Site Reliability Engineer (SRE) - IVR Experience

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

DevOps Engineer (SRE) – IVR

Job Summary:

The Sr Site Reliability Engineer (SRE) improves and protects the software and systems behind all IT services, including management of scalability, availability, latency, performance, security, and capacity, and delivering of software faster, better, and cheaper. From designing & maintaining Continuous Integration Continuous Delivery Pipelines to building the next generation applications, the SRE’s enable great customer experience and product innovation by continuous improvement of operational support.

Key Responsibilities:

• Protect and ensure the stability of the operational systems as well as maintain the integrity of the data they contain.
• Plan, coordinate, and execute configuration changes and code deployments to the supported systems.
• Assist in determining the impact of operational issues to our customers, both internal and external, and provide input into their resolution via data extraction and quantification.
• Coordinate and prioritize all escalated activities, implementation of system upgrades, system enhancements, and production outages.
• Assess critical path and assist in implementation of any project required by the business.
• Regular working hours Monday – Friday is 7 AM PT to 4 PM PT
• Occasional on-call support will be required.
• Coordinate support with offshore teams (i.e. on call hand off).
• Participate in complex troubleshooting efforts requiring multiple teams and disciplines for recovery and root cause investigation.
• Demonstrate fluency in emerging DevOps-centric automation tools and technologies for CICD, configuration management, etc. for prod and non-prod environments.
• Perform environment management for Cisco UCCE and Verbio ASR systems as well as containerized applications and microservices in a custom Kubernetes environment
• Research tools to provide improved observability in Speech applications
• Deliver software to improve the availability, scalability, latency, resilient (Active/active, active/passive) and efficiency with 99.99% availability.
• Create, manage, and use dashboards for continuous monitoring and health check of applications and the underlying infrastructure, improve the quality of services using the monitoring feedback for production and non-production environments.
• Contribute to the future improvement of software delivery processes and operations, e.g., cloud enablement and use of microservices with containerization.

Qualifications:

• 8 years of overall experience as SRE engineer or a similar role
• Strong experience in supporting and maintaining Speech IVR systems, Cisco and/or Avaya
• Background on DevOps tools such as Ansible, Chef, and Puppet, will be a plus.
• Certifications in Cisco, Avaya, or similar Telecom platforms is highly desired
• Working experience in one or more of: Java, Spring boot, Go, or scriptin