About Us
UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights. Built on a cloud-native architecture with a unique CRM-first approach, UJET ensures unmatched security, scalability, and prioritized data insights (without storing PII). Designed for effortless use, UJET partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in the AI-driven world.
Learn more at www.ujet.cx.
Opportunity
We’re looking for a Senior Site Reliability Engineer to help build and scale a high-impact SRE function. You’ll be a technical leader on a team responsible for improving system reliability, reducing operational toil, and establishing best practices across engineering.
In this position, you’ll design how reliability works in UJET, influence engineering decisions, and build the tooling and processes that make production safer and more predictable.
Responsibilities
- Lead efforts to improve system reliability, scalability, and performance across critical services
- Define and implement SLIs/SLOs and error budgets, and use them to guide engineering priorities
- Design and develop observability systems (metrics, logging, tracing, alerting) that produce actionable alerts and data.
- Lead complex incident response, acting as incident commander when needed
- Conduct postmortems focused on systemic causes rather than individual fault, and ensure corrective actions from those reviews are completed.
- Identify and eliminate toil through automation, tooling, and improved workflows
- Partner with product and platform teams on architecture decisions, production readiness, and designing systems that recover from failure
- Build reusable systems and “paved roads” that make it easier for teams to operate their services reliably
- Mentor other engineers and raise the overall operational maturity of the organization
Requirements
- 6-10+ years of experience in SRE, infrastructure, or backend systems engineering
- Demonstrated experience of owning reliability outcomes for complex, distributed systems
- Strong experience with cloud infrastructure (AWS, GCP, or Azure) and production-scale systems
- Deep understanding of observability, incident management, and system performance
- Proficiency in at least one programming language (e.g., Go, Python, Java) with a focus on automation and tooling
- Able to change how other teams work without having managerial authority over them
- Strong competency in making clear decisions during incidents by following a defined process without reacting emotionally.
Stand Out Qualifications
- Experience building or scaling SRE practices (SLOs, incident frameworks, on-call models)
- Kubernetes/container orchestration experience
- Infrastructure as Code (Terraform, etc.)
- Experience with high-growth or scaling systems
- Background in performance engineering or capacity planning
Success Criteria
- Critical services have clear, meaningful SLOs that drive engineering decisions
- Alerts are actionable; irrelevant alerts are reduced; on-call workload is manageable.
- Incidents are handled efficiently, and repeat issues decline over time
- Engineering teams adopt reliability best practices with minimal friction
- Toil is actively reduced through automation and better system design
Annual US Hiring Range: $140,000 - $180,000
*A candidate’s actual placement within this range will depend on geographic location, work experience, education, and/or skill level.
Why UJET?
- Impactful Work: Be at the forefront of innovation, directly shaping the future of customer experience.
- Dynamic Culture: Join a collaborative, inclusive team that values big ideas, creative solutions, and powerful relationships.
- Comprehensive Benefits: Medical, dental, vision, 401(k) plan, wellness benefits, and more.
UJET is an Equal Opportunity Employer
UJET provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Compliance Responsibilities
Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.
AI Use in Our Hiring Process
UJET uses artificial intelligence (AI) technology to assist with the initial review and filtering of job applications against the qualifications listed in this posting. AI does not make hiring decisions, does not conduct interviews, and has no authority to reject or advance a candidate on its own. All application review decisions, candidate screening, and interviews are conducted by members of our human recruiting and hiring teams.
Reasonable Accommodation
If you would like to request a reasonable accommodation as part of the application process, including an alternative to AI-assisted screening, please contact [email protected].
Work Authorization & Sponsorship
Applicants must be legally authorized to work in the country in which this position is located, without the need for current or future employer-sponsored visa sponsorship. UJET does not sponsor employment visas for this role.
Skills Required
- 6-10+ years of experience in SRE, infrastructure, or backend systems engineering
- Experience owning reliability outcomes for complex, distributed systems
- Strong experience with cloud infrastructure such as AWS, GCP, or Azure and production-scale systems
- Deep understanding of observability, incident management, and system performance
- Proficiency in at least one programming language, such as Go, Python, or Java, focused on automation and tooling
- Ability to influence how other teams work without managerial authority
- Ability to make clear decisions during incidents by following defined processes
- Experience building or scaling SRE practices, including SLOs, incident frameworks, or on-call models
- Kubernetes or container orchestration experience
- Infrastructure as Code experience, such as Terraform
- Experience with high-growth or scaling systems
- Background in performance engineering or capacity planning
- Legal authorization to work without current or future employer-sponsored visa sponsorship
What We Do
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Learn more at ujet.cx
Why Work With Us
Through its drive for innovation and passion for accelerating digital transformation, UJET is a leading provider of cloud contact center software. UJET helps support organizations of all sizes and industries break down silos, reshape business models, and realize their true potential.
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