Site Reliability Engineer

Services | Salt Lake City, UT, United States | AMERICAS

Site Reliability Engineer 

Location: Salt Lake City, UT

The Site Reliability Engineer works as an operational resource for a specific software application or suite of applications and accompanying infrastructure.​ This includes providing mid-level and escalation support for other groups and working to resolve production issues in conjunction with development, operational, and architectural resources. 


As a Site Reliability Engineer, a Typical Day Might Include the Following:

  • Engage in and improve the whole lifecycle of services—from inception and design, through deployment, operation and refinement.

  • Support services before they go live through activities such as system design consulting, developing software platforms and frameworks, capacity planning, and launch reviews.

  • Scale systems sustainably through mechanisms like automation and evolve systems by pushing for changes that improve reliability and velocity.

  • Practice sustainable incident response and blameless post mortems.

  • Participate in ownership of entire stack for specialized product, including software and infrastructure elements.

  • Provide material support for production issues which cannot be resolved by lower level support resources.

  • Communicate solutions effectively to technical and non-technical peers and customers to improve capabilities of lower level support resources.

  • Coordinates and works on multiple cross-functional base work initiatives and projects.

  • Participates in planning long and short term project efforts.

  • Supports multiple systems or applications of medium to high complexity.

  • Works with project managers to assign resources to project tasks.

  • Leads or provides technical direction for the planning, execution, and validation of testing work.

  • Provides technical guidance and coaching/mentoring to team members.

  • Writes and maintains technical documentation for supported application(s).

  • Follow established processes when performing work or help document and create processes as necessary.

  • Document troubleshooting steps and results in appropriate locations for historical access.

  • Ensures compliance with policies, procedures, and standards.

  • Implements or coordinates remediation required by audits/assessments, and documents as necessary

  • Handle new turn up requests and assist implementation in bringing new customers on board.

  • Identify potential application defects and work with developers to document and resolve such issues.

  • Provide on call support for high priority incidents



To Land This Gig You'll Need:
  • ​Bachelor's degree in Computer Science, Business Information Systems, or related field (or equivalent work experience) is required.​
  • 8+ years of experience working within application or software support.

  • 4+ years of experience working within public or private cloud environments.

  • 4+ years of experience working in a Windows based environment including both production and personal systems.

  • 6+ years communicating in English in a technical field.

  • Can effectively troubleshoot supported applications effectively.

  • Can work on complex issues which may span multiple applications or environments.

  • Proactively engages with peers to discuss issues and keep stakeholders updated.

  • Service-oriented; ability to work on behalf of peers in services and development.

  • Mentors co-workers with expertise

  • Coordinates work with peers

  • Shares discoveries and best practices

  • Learns from others within the team

  • Self-Driven.  Proactively looks for ways to improve systems and processes

  • Able to work with little supervision and complete tasks and projects as directed.


Bonus Experience: 
  • Experience working with WFO related software (WFM, QM, Etc…)

    Experience with SQL utilization, queries, etc…

    Experience working with call centers and call center infrastructure

    Experience working with international customer base.

    Experience with one or more of the following: C#, C++, Java, Python, Perl, or Ruby.


ABOUT NICE inContact: NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions. 

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