Sr Technical Support Engineer at Interactions
Who is Interactions?
Interactions, LLC is the world’s largest independent AI company. We operate at the intersection of customer experience and AI – two of today’s most innovative and dynamic industries. Since 2004, we’ve helped leading companies like MetLife, Citi, Shutterfly, and LifeLock have millions of successful conversations, resulting in saving operational cost and increasing productivity.
Interactions’ 5-year vision is to accelerate a transition from today’s frustrating and uninspired customer service experiences into amazing conversational engagements! Allowing customers to communicate in their own words and on their channel of choice, to accomplish tasks, all without having to go through an agent. In doing this via our conversational AI engine, our customers benefit from dramatically improved customer experience and increased customer engagement, while also saving significant and demonstrable operational expenses.
As a member of one of our Technology teams, you will contribute to building solutions that use natural language processing, cognitive computing, and artificial intelligence applications or the frameworks and infrastructure that support them.
Interactions Technical Operations is a high-functioning, hard-driving and fun-loving group of
professionals that define what it means to be a TEAM. Supporting data centers in the U.S. and Europe,
we’re looking to add another member to our ranks and need someone who is intelligent, curious,
driven, loves challenges and gets bored easily. You will be made better by the people you work with and
you must understand that our degree of success is directly proportional to our strength as a team.
Technical Operations is integral to the speed and stability of the Interactions locomotive. Not only will
you support a 7x24x365 production environment, you will play with cutting-edge technologies, work on
high-value projects and have a real opportunity to influence the direction of a highly successful
Monitor existing infrastructure and processes, identify areas of weaknesses and propose
Resolve service outages and build automated responses for recurrence prevention
Handle escalations from team members to assist with client and platform level issues
Coordinate incident management, recommend changes, and work on technical projects
Create and maintains documentation for processes, supported infrastructure resources and
Create new alerts, analyzes trends, find anomalies, fix things, and ask why something broke
Manage, monitor, and troubleshoot daily processes and make improvements to current
Participate in on-call rotation
Why Work at Interactions?
We've created a culture of people who are dedicated to helping each other and the company succeed. We take time to celebrate wins and recognize accomplishments. Whether it’s a seasonal event or friendly competition, we’re always thinking of new ways to have fun.
Our team's health and well-being is important to us. In addition to a full suite of benefits, we offer 5 weeks of time off with pay, 401k matching, paid parental leave and flexible work schedules. We are all committed to the company’s success by being valued shareowners and are incentivized through individual performance and company results. Come join us!
Interactions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability or protected veteran status, or any other characteristic protected by law.