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.

Position Overview

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.bIn 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 with minimal noise
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

Qualifications

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.

Nice to Have

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

Position Context

This is an early position in the company's SRE function. You will have direct input into how reliability standards and practices are established, which forms the foundation on which product engineering builds. UJET is changing how companies deliver customer experience, and product engineering is building the platform that makes that possible. The reliability of that infrastructure is what allows it to operate at the scale and consistency that transformation requires.

Annual US Hiring Range: $100,000 - $120,000

*A candidate’s actual placement within this range will depend on geographic location, work experience, education, and/or skill level.

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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.

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, commuter benefits, and more.

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