Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments.
Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data.
As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.
Job Description:
We're looking for a Staff Site Reliability Engineer (SRE) to join our Platform Engineering team that enables feature teams to own and operate their services end-to-end. You'll work on building the standards, frameworks, and self-service capabilities that make engineering teams autonomous while maintaining enterprise-grade reliability and security.
Our Platform SRE team focuses on creating the systems and processes that scale engineering excellence—from incident response frameworks and technical standards to documentation and tooling that eliminates support dependencies. You'll collaborate with feature teams as an expert advisor and standard-setter, helping them build operational maturity while maintaining oversight of our multi-tenant, multi-cloud infrastructure.
This is a high-impact role perfect for someone who enjoys building systems that empower other engineers and wants to shape how platform engineering operates at scale.
Responsibilities:
Early Partnership (25%) - Review RFCs and PRDs to prevent downstream issues, provide architectural guidance during planning phases
Self-Service Enablement (25%) - Create documentation, knowledge bases, and tooling that eliminate support dependencies
Incident Excellence (20%) - Design incident response frameworks, escalation procedures, and comprehensive playbooks that teams can self-execute
Standards & Architecture (20%) - Define technical standards, operational frameworks, and service readiness criteria that enable team autonomy
Service Ownership Coaching (10%) - Guide teams through ownership maturity, scorecard compliance, and operational best practices
Maintain multi-tenant, multi-cloud infrastructure while building the systems that make your expertise scalable
Requirements:
10+ years in DevOps/SRE roles with proven experience transforming operational models
Production Excellence - Deep incident management, RCA processes, and on-call system design experience
Cloud & Infrastructure - Expert-level AWS, Kubernetes, Infrastructure as Code (Terraform), cost optimization
Standards & Documentation - Strong technical writing skills, ability to create comprehensive operational procedures
Architecture & Planning - Experience with RFC/PRD review processes, API design patterns, service architecture
Collaboration & Coaching - Track record of enabling team capabilities rather than doing work for teams
Proficiency in scripting (Go, Python, Bash, etc.) and CI/CD systems
Strong bias toward simple solutions and systems thinking approach
Nice to Haves:
AWS Solutions Architect Professional or relevant certifications (GCP, Azure, etc.)
Experience leading organizational transformation initiatives
Kubernetes certifications (CKA, CKAD, CKS)
Background in service ownership models and platform engineering
Why You'll Love This Role:
Drive our ongoing transformation from reactive support to strategic platform engineering partnership
Accelerate our standards framework that's enabling engineering teams across the organization to operate independently
Scale our self-service capabilities that are already reducing support escalations and increasing team velocity
Dive deep into complex technical challenges - identify root causes and build solutions that prevent entire classes of problems across the platform
Apply high-leverage engineering - your solutions will multiply across dozens of services and teams, creating exponential impact
Tackle the hardest operational problems - from multi-tenant architecture scaling to cross-service observability challenges that affect our largest enterprise deployments
Expand our early partnership model where platform engineering is embedded in planning phases to prevent downstream issues
Evolve our incident management excellence by refining the frameworks that are improving mean time to resolution organization-wide
Shape the next phase of our service ownership model as teams graduate to full operational independence
Hiring Range:
The specific rate will depend on the successful candidate's qualifications and prior experience.
In addition to competitive base pay, this position also includes an annual incentive opportunity based on target achievement, pre-IPO stock options, benefits including medical, dental, vision, 401(k) with a match, and more, plus generous paid time off, paid holidays, paid day off for your birthday and other paid leave policies to support employees through all phases of life.
Location preference:
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 uses AI to unify—and humanize—every enterprise experience, please visit www.uniphore.com.
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What We Do
Uniphore is the global leader in Conversational Service Automation (CSA), which combines the power of artificial intelligence, automation technology and machine learning. Uniphore is disrupting an outdated customer service model and bridging the gap between humans and machines by focusing on conversations. We make it possible for every voice, on every call, to be truly heard.
