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 $31 billion in affordable and responsible credit to our 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 1600 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 Engineer, 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, engineering 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
401(k) retirement plan 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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