Bright Pattern تعلن عن وظيفة مدير نجاح العملاء / مهندس عمليات في السعودية

Company Overview:

We are a provider and developer of a cloud and on-prem telecommunication platform for contact centers. Our product and service process hundreds of millions of multichannel interactions per minute worldwide. In addition to cloud services, we also provide on-premise installations. We have global technological partnerships with IBM, Google, Amazon, Salesforce, Microsoft, and other platforms.

Telephony, AI-driven analytics, AI agents, WFM, integration with social networks, CRM are the components of our product that you will be working with.

Our team handles the entire spectrum of product support tasks, from service requests to deploying multi-host configurations and setting up database replication.

Your Responsibilities:

• Identify, reproduce, and document bugs in the software product.
• Define and document requests for improvements to existing functionality.
• Process requests from partners and clients (mostly through Zendesk, occasionally via phone).
• Conduct Zoom/Teams meetings with clients and partners.
• Provide training and examination for partners.
• Build complex and interesting scenarios for handling incoming calls and outbound campaigns, chats, and messengers.
• Engage in pre-sale activities, kick-off meetings, and project work.
• Ops activities (on-premise deployments support, product rollouts, monitoring, incident management etc)
• Set up integrations with: MS Dynamics, Teams, Salesforce, ServiceNow, Google TTS/STT, IBM Watson, AWS Lambda, Zendesk, OpenAI, and others.
• Participate On-call rotation

Time Distribution:

• Incident resolution / working with logs / answering product questions: 50%
• Live Zoom meetings with partners, training, and implementation: 20%
• Operations activity: 30%

Requirements:

• Strong knowledge of Linux (CLI, installation, configuration, troubleshooting).
• Experience in direct client interaction (including international clients) at levels 2 and 3 support for at least one year.
• Experience with databases (we use MongoDB/MySQL): CLI, replications, backups.
• Knowledge with cloud providers (AWS, DO, Azure, GoogleCloud) is a plus.
• Experience with monitoring systems
• Experience with API integrations
• AI orchestration and vibe coding
• Proficiency in English at a C1 level or higher (written and spoken communication with foreign clients).
• Experience with SIP/RTP and general telephony.
• Experience with APIs.
• Networking (traffic sniffing, RFC analysis, SIP/RTP, TLS, DNS, ports, etc.).
• Ansible experience (playbooks, inventory, roles, modules etc) is a plus
• Experience working in international companies is a plus.
• Proficiency in English at a B2 level or higher (written and spoken communication with foreign clients).
• Arabic language fluent speaker

Conditions:

• Hybrid work (office + remote).
• Flexible working hours.
• A truly interesting and multifaceted product, along with many non-trivial tasks that you will tackle.