Job Description
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.
Role Overview
We’re looking for a Senior SRE Manager to build and lead our Site Reliability Engineering function from the ground up. You’ll hire and develop a high-impact team of SREs, define how reliability is engineered across the company, and partner deeply with product and platform engineering to ensure our systems are scalable, observable, and boring—in the best way possible.
This is a hands-on leadership role: you’ll set strategy, build processes, and still know what’s actually going on in production.
What You’ll Do
- Build and lead a new SRE team, including hiring, onboarding, and career development
- Define and implement SRE best practices: SLIs/SLOs, error budgets, incident management, on-call models, and postmortems
- Establish clear operational ownership between SRE and product engineering teams
- Drive reliability as a feature, balancing velocity and stability with data—not vibes
- Reduce toil through automation and self-service platforms
- Design and evolve incident response, escalation, and learning loops (no blame, lots of learning)
- Partner with engineering leaders to influence architecture, capacity planning, and launch readiness
- Own reliability metrics and communicate risk and performance clearly to technical and executive audiences
What We’re Looking For
- 8+ years in SRE, infrastructure, or platform engineering, with 3+ years managing managers or senior ICs
- Experience building an SRE team or function from scratch (or significantly scaling one)
- Deep knowledge of modern cloud infrastructure, distributed systems, and observability
- Strong opinions about what SRE is and is not - and the judgment to apply them pragmatically
- Proven ability to collaborate with product and engineering leaders without becoming the “department of no”
- Calm, decisive leadership during incidents (the person people want on the conference call)
Nice to Have (Not a Deal-Breaker)
- Experience at a high-growth or post-Series B/C company
- Background in platform engineering or internal developer tooling
- Familiarity with compliance or regulated environments
Why This Role Matters
You won’t inherit a playbook - you’ll write it. The systems are real, the scale is meaningful, and leadership is ready to treat reliability as a first-class concern. If you like building teams, shaping culture, and making production less exciting, this is your stage.
Annual US Hiring Range: $160,000 - $180,000*
*A candidate’s actual placement within this range will depend on geographic location, work experience, education, and/or skill level.
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.
