Job Description

Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries - customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise. At Uniphore, we believe companies that best understand and act on those conversations will win. We have built the most comprehensive and powerful conversational automation platform that combines conversational AI, workflow automation, and RPA (Robotic Process Automation) with a business user-friendly-UX(User Experience)in a single integrated platform to transform and democratize customer experiences across industries. Role Summary: . As a valued member of the Product Operations team that is responsible for performing top quality implementation of Uniphore products on cloud environments and customer on-premises infrastructure, you are expected to perform a thorough requirement gathering, optimized deployment design and hardware sizing of the corresponding infrastructure, and successfully complete the implementation within the specified timelines and budget. . The role requires the candidate to conduct maintenance operations within defined SLAs to ensure production environment is functioning as per the defined scope and collaborate with engineering teams, customer IT teams, and cloud service providers to perform production Incident, Release and Change Management. . The candidate is expected to handle multiple projects simultaneously and guide junior team member and assist in resolving complex application installation and infrastructure maintenance scenarios. . This role might involve travel, to perform onsite implementation or production maintenance and for other internal or external engagements. When warranted this role might involve working in a 24x7 model to resolve high severity issues. Candidate is expected to be flexible working in shifts or on call shifts based on business requirements. Educational Qualifications: Bachelor\'s or Master\'s in Computer Science, Information Technology or comparable fields. Career Experience: . 2 - 5 years of relevant experience in deployment of IT products on cloud and on-premise environments. . Hands-on experience on production systems and application infrastructure maintenance. . Has successfully implemented multiple integration projects involving discovery, deployment design, impact analysis and delivery of solution. . Experience in Contact Center technologies is a plus. Technical Skills: . Hands-on experience in cloud services and cloud setup such as AWS, Azure. . Hands-on experience working on Linux, CentOS and Windows operating system. . Hands-on experience working on databases like MongoDB, PostgresSQL . Hands-on experience in installing and configuring software such as Redis, Kafka, Zookeeper. . Experience in virtualization technologies like VMware, docker, Kubernetes. . Deploying, monitoring, and supporting applications in a Kubernetes environment. . Experience on Automation & DevOps platforms such as Ansible, Git/GitHub/GitLab\'s, Jenkins, terraform, etc. . Good understanding of CI/CD pipelines. . Experience in scripting such as shell scripts, python .etc. . Hands-on experience in service management or incident tracking tools like Jira Service Desk, ServiceNow, BMC Remedy . Good to have technical experience in Contact Center technologies and relevant application integrations. . Good to have technical experience on application high availability and disaster recovery. Essential duties and Responsibilities: . Own the responsibility of onsite installation, integration testing, user acceptance testing and production launch of Uniphore\'s solutions. Interact with customers on technical aspects during delivery phase and post go-live maintenance. . Conduct requirement gathering, analyze scope of delivery and identify technical installation and integration approach, and infrastructure estimations based on product capabilities. . Create a deployment plan factoring various technical dependencies and execute the deployment as per the tasks and deadlines. . Resolve complex implementation issues and prepare site for UAT readiness. . Prepare and conduct activities for production go live with respect to data source configurations, optimal deployment configurations for production load processing, system and user access. . Responsible for application uptime and performing data profiling, cleansing, parsing and data quality exception handling and monitoring, and maintenance of the infrastructure throughout the lifecycle of the customer engagement. . Provide technical solutions and configuration assistance to Delivery and Support teams with respect to deployed solution and infrastructure. . Manage and provide operational support to multiple production instance across customers and products simultaneously. . Prioritize and manage assigned incident tickets while adhering to SLA. . Conduct thorough analysis of problem or ticket, reproduce the scenario if necessary, design a workaround or resolution, test the potential fix on non-production environment and execute the resolution steps on Production system after conducting the necessary impact analysis and due diligence. . Escalate tickets to the appropriate teams and conduct necessary war room meetings or calls for Severity 1 and 2 tickets to arrive at a resolution with a sense of urgency. . Record, track and document the problem-solving process and final resolution. Conduct and prepare root cause analysis and post incident report documents and activities. . Conduct periodic health check activities. . Test fixes and beta version of the application and ensure reported problems have been resolved. . Contribute to the overall learning and development of team by conducting internal training sessions, writing articles to knowledge bank. . Train and guide lesser experienced team members and assist in resolving complex application deployment scenarios and maintenance operations. Skills and Competencies: . Strong understanding of product capabilities, infrastructure deployment protocols, application integration, technology and architecture, deployment of IT products on cloud and on-premise. . Highly developed, process-oriented skills for deployment planning and execution, proactively identifying project risks and recommending and implementing alternate approach. . Must have hands-on experience with software installation, deployment, configuration on Windows and UNIX based production environments. . Hands-on experience in Incident, Problem and Change Management. . Ability to continually look to improve current processes or systems for achieving better quality of implementation and reducing efforts in infrastructure maintenance. . Strong aptitude for learning new technologies and understanding how to utilize them in optimizing delivery timelines. . Ability to work and collaborate with various teams across geographies. . Hands on experience in interacting with customers and communicating ticket updates, resolution procedures and participate in escalation meetings and calls. . Able to effectively perform when under stress and pressure when faced with high workloads and deadlines. . Able to work independently and is a team player. Excellent communication (both oral and written), technical presentation skills. Good to Have: Certifications: . AWS Cloud Practitioner or higher or comparable certifications. . Certified Kubernetes Administrator (CKA) . ITIL v3 or higher Additional: . Experience in Contact Center technologies and call center solutions integration is a plus. . Know-how of PCI DSS or ISO 27001 or GDPR compliance policies. 0 - 0 a year Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. For more information on how Uniphore delivers business value using Conversational Automation, please visit All applicants - to review our privacy notice, please Information regardingrecruitingand phishingscams: Employment offers will always be made by a Uniphore hiring manager or Talent Acquisition team member with a @uniphore.comemail address only. We will never text you about an employment opportunity, interviews or employment offers, and we do not make job offers after only one interview. Additionally, we will never ask you to provide funds for onboarding, supplies or anything else, nor we will ask you to submit your personal information (date of birth, passport details, banking information, social security number, etc.) as part of the interview process. If you are receiving an employment inquiry or employment offer from a nonemail address, please assume it is spam. 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