Network and Systems Engineer

Overview:

Full Potential Solutions (FPS) is a global product and services company headquartered in the US. We help contact centers around the world better engage with their customers by combining our deep domain expertise with cutting-edge technology. Our AI enabled, cloud-scalable analytics products enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat and conversational AI) and optimize agent performance. Our offices are spread across the US, India and Philippines.

Some exciting initiatives we are working on are:
• Design, develop and deploy amazing omni-channel customer experiences on top of Amazon Connect, including developing proprietary tools and services to extend the Connect platform
• Developing a comprehensive Data, Analytics and Reporting platform to integrate, measure and analyze millions of daily customer interactions/metrics across all our clients
• Designing and development amazing user experiences across data visualization and analytics in the customer engagement / contact center industry
• Developing standardized AI/ML models to optimize customer engagement and agent performance using various Python frameworks and AWS services (Transcribe, Comprehend, Sagemaker, etc.)
• Building web/mobile apps to improve agent/manager performance across thousands of agents (metrics, gamification, collaboration)
• Deploying cutting-edge, tech-enablement services using the AWS ecosystem, including microservices and serverless architecture, CI/CD pipelines, event notification services, search services, multi-tenant architecture and lots more.

Our team has successfully built and scaled analytics-focused products and services at companies such as Salesforce, Demandware, IBM, IBEX, and T-Mobile. We have strong backgrounds in Computer Science, Math and Engineering from top universities. We strongly believe that empowered people are the key to building a great company, and our development process focuses on iteratively improving our products as well as ourselves as individuals and as a team.

Our mission as a company is to create an environment where our people THRIVE.

We are looking for a dedicated and mission-oriented Network System Engineer on our systems engineering team who will take care of the network and assist the service desk to resolve complex issues. You possess a unique skill of knowing Palo Alto firewalls, AWS networking and be very familiar with Windows and Linux Operating systems. You will work closely with the Engineering leaders. Creative problem-solving skills, strong technical background, proactive collaboration with teammates, and ability to iterate quickly and deliver value in our fast-paced, agile environment are keys for success in this role. Most importantly, you must exhibit our core values: integrity, excellence, accountability and grace.

Responsibilities:
• Design and implement new network solutions and/or improve the efficiency of current networks, LAN, WAN and wireless.
• Assist with escalation from the service desk on any complex issues
• Manage all of the company infrastructure components including Google Workspace, OneLogin, Windows servers
• Install, configure and support network equipment, including routers, switches, Palo Alto firewalls.
• Monitor computer and network systems
• Configure and support AWS VPCs and connectivity between regions
• Report network status to key stakeholders
• Work directly with and learn from the business, product, analytics, and engineering leaders across the organization.
• Exhibit our core values: integrity, excellence, accountability and grace.

Qualifications:
• Over 5 years of Network and System Engineering experience.
• Experience working with Cisco Switches.
• Experience working with Windows servers, Active Directory, DNS, DHCP.
• Experience with a scripting language (Powershell, bash, python)
• Experience working with OneLogin and Google Workspace.-
• Experience with a monitoring system, ideally Grafana.
• Experience working with AWS VPCs, transit gateways, and BGP routing.
• Ability to troubleshoot and fix complex problems escalated by the service desk.
• Great communication skills to coordinate across business stakeholders and technical teams.
• Experience with and excitement for working on fast-paced, agile teams with startup DNA.
• Self-motivated, curious, and quick/continuous learner with a passion for innovation in data analytics/science.
• Enable to work onsite.