Unified Collaboration Engineer - InGenius
Description
Unified Collaboration Engineer
Job Description
Opportunity Summary:
We are looking for an enthusiastic and dynamic individual to join Upland India as a Unified Collaboration Engineer and be part of our global telephony and cloud support team. The individual will manage and monitor our extensive set of cloud applications.
At InGenius, we integrate Customer Relationship Management (CRM) software and telephony systems(Salesforce, D365, Now), hosted either on-premises or in the cloud. Much of our work is investigatory by nature, requiring a high level of curiosity and tenacity. We work mainly in TypeScript, and have a variety of browser applications, as well as an increasingly large footprint in AWS serverless technologies including IAM and Cognito, AppSync and Amplify and API Gateway, Lambda and Step Functions, DynamoDB and S3, with CloudWatch, CloudTrail and providing operational visibility.
What would you do?
- Be an engaged, active member of the team, contributing to driving greater efficiency and optimization across our environments
- Automate manual tasks to improve performance and reliability
- Build, install and configure servers in both a physical and virtual environment
- Participate in an on-call rotation to support customer-facing application environments
- Monitor and optimize system performance taking proactive measures to prevent issues and reactive measures to correct them
- Participate in the Incident, Change, Problem and Project Management programs and document details within prescribed guidelines
- Advise team on tactical and strategic operational improvements to enhance operational capabilities
- Create and maintain documentation of enterprise infrastructure topology and system configurations
- Serve as an escalation for internal support staff to resolve issues
- Coordinate with internal staff and schedule maintenance activities, including application and/or hardware upgrades, when applicable
- Provide periodic status reports to internal staff regarding maintenance and upgrade activities
What are we looking for?
Technical Skills
To be a part of this journey, you should have an overall industry experience of 6 - 8 years managing production systems with an excellent understanding of key SaaS technologies as well as exhibiting a high amount of initiative and responsibility.
The following skills are needed for this role.
Experience:
· Overall, 6-8 years total experience setting and managing telephony systems and customer-facing application in Amazon Web Services
Primary Skills: The candidate must possess the following primary skills:
· Telephony systems administration (e.g. Cisco, Avaya, Genesys, Asterisk)
· Managing virtual machines in a VMWare environment
Secondary Skills: It would be advantageous if the candidate also has the following secondary skills:
· Experience in automating backend systems with scripting technologies
· Operational visibility concepts – logging, analysis, monitoring and alerting
· Experience operating AWS services in a production environment (serverless preferred but not necessary)
Soft Skills:
· Strong written and verbal communication skills directed to technical and non-technical team members
· Strong written and verbal communication skills directed to technical and non-technical team members
· Willingness to take ownership of problems and seek solutions
· Ability to apply creative problem solving and manage through ambiguity
· Ability to work under remote supervision and with a minimum of direct oversight
Growth Skills:
· Possesses a good work ethic; a self-starter with a desire to grow
· Possesses a good work ethic; a self-starter with a desire to grow
· Always looking for better ways to get the job done
Qualification
A Bachelor’s degree in Computer Science or equivalent will be required for this role.
This role requires overlap with multiple time zones for planning meetings, status updates etc. on a regular basis. The duration of these overlaps can change depending on the type of meeting. Upland India has the flexibility to manage your working hours accordingly to help in your work-life balance. You can find out more about this during your interview conversation.
Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.
Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.
About InGenius
Upland InGenius enables companies around the world to make the most of their customer interactions over the telephone. InGenius technology integrates the most widely used CRM applications and the biggest telephony systems, both in the cloud and on-premises. Our success is largely based on being transparent to both agents and customers – when our product works well, our customers work better.
Our R&D teams are located internationally, with strong bases in Canada, Egypt and Pakistan with our customers being enterprise level. The team is small enough for employees to play a pivotal role in the development of our product, but we’re supported by a large global business, meaning it’s also big enough for you to learn and develop your skills within an experienced team.
About Upland
Upland Software (Nasdaq: UPLD) helps global businesses accelerate digital transformation with a powerful cloud software library that provides choice, flexibility, and value. Upland India is a fully owned subsidiary of Upland Software and headquartered in Bangalore. We are a remote-first company. Interviews and on-boarding are conducted virtually.
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