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Senior Developer, Contact Center Systems

Canada (Remote)

Upgrade is a fintech company that provides affordable and responsible credit, mobile banking, and payment products to everyday consumers. We were the fastest growing company in the Americas last year according to the Financial Times and Upgrade Card was the fastest growing credit card in America two years in a row. We have delivered over $33 billion in affordable and responsible credit to our 5.5M customers. The company is backed by some of the most prominent technology investors and was recently valued at $6.3B.

We have built an energizing, collaborative and inclusive culture where team members help each other, learn and innovate to move the company and its customers in the right direction, and own the outcome of their efforts.

Upgrade has been named a “Best Place to Work in the Bay Area” three years in a row, “Top Companies to work for in Arizona” and one of the "Best Engineering Department" awarded annually by Comparably. We've also received recognition for being a best company for Diversity, Women, Culture, and Veterans.

We are looking for new team members who get excited about designing and delivering new and better products to join a team of 1850 talented and dedicated professionals. Come work with us if you like to tackle big problems and make a meaningful difference in people's lives.

 

About the Role:
This a fully remote position (Pacific or Mountain Time Zones preferred). As a Senior Developer, you will be a key member of the Corporate IT team, focused on maintaining and enhancing our contact center platforms, including Genesys Cloud and KoreAI. You’ll work closely with cross-functional teams to ensure seamless integration of technologies that support our customer-facing systems. In this role, you will be responsible for the implementation of automation, security, and access controls for these systems, integrating customer data into chatbot solutions, and serving as a tier 3 escalation path for complex user issues.


Our Core Technologies Include:
Genesys Cloud, KoreAI, Git, Python, Terraform, Javascript, Jenkins, Tekton, Okta, GraphQL, ArgoCD, Argo Workflows, SumoLogic, Docker, Kubernetes, AWS, Linux


What You'll Do:

  • Create and maintain automation for backups, security, and other key functions
  • Design, create and maintain tooling for various automations, operational and process improvement workflows
  • Assist with internal teams with integrations such as data warehousing, IVR lookups, and web messenger/chatbot solutions
  • Manage security and access controls for Genesys Cloud, KoreAI and other related systems
  • Serve as a level 3 escalation path for resolving user issues related to omnichannel systems
  • Analyze system logs, troubleshoot issues, and work with vendors for any escalations
  • Collaborate with cross-functional teams, including operations, developement and support teams to enhance system performance and reliability


What We Look For:

  • 5+ years of experience in a relevant technical role
  • Strong development skills in Python, Terraform, and Javascript
  • Expertise in log analysis and troubleshooting
  • Solid understanding of API usage and automation
  • Familiarity with Git, CI, and containerized applications like Docker and Kubernetes


Nice To Have:

  • Experience with Genesys Cloud or a contact center as a service (CCaaS) platform
  • Knowledge of chatbot/LLM technology, especially KoreAI
  • Exposure to GraphQL
  • Familiarity with technologies like ArgoCD/Argo Workflows, Tekton/Jenkins, AWS, and Linux


What We Offer You: 

  • Competitive salary and stock option plan
  • 100% paid coverage of medical, dental and vision insurance 
  • Flexible PTO
  • Retirement Savings Plan (RSP) and company match program
  • Annual stipend for external professional growth, learning, and development  
  • Paid parental leave
  • Health & wellness initiatives

#BI-Remote  #LI-Remote

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Upgrade is dedicated to building a diverse team and an inclusive culture. We believe that it’s crucial to Upgrade’s long-term success to create an environment where all employees feel like they belong and have an equal opportunity to succeed.

For this reason, we are asking candidates to voluntarily self-identify through a few demographic questions. Our purpose in collecting this information is to help us assess our outreach efforts and diversity representation goals. Your responses will not be linked to your identity or your application, and neither recruiters nor hiring managers can see this information at an individual level. Your responses are stored in the aggregate and will not play any role in our hiring decision.  Your decision to participate or not participate in this survey will have no impact on your candidacy at Upgrade.

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