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Coupang Fulfillment Services · 3 months ago

Staff Unified Communications & Collaboration Engineer

Seattle, USA

Full-time

Onsite

Senior Level, Lead/Staff

$138K/yr - $297K/yr

5+ years exp

Coupang is a rapidly growing e-commerce company dedicated to enhancing customer experiences. The Staff Unified Communications & Collaboration Engineer will be responsible for maintaining and operating corporate IT collaboration systems and SaaS tools, ensuring system enhancements and support for various business stakeholders while driving operational excellence.

DeliveryLogisticsWarehousing

Responsibilities

Work collaboratively with IT and business team members to resolve technical and business issues

Troubleshoot production issues of different criticalities with appropriate urgency and maintain the application uptime as per defined SLAs

Perform incident resolution against established SLAs and ensure proper documentation (SOP) of the solution procedure. Support production deployments, break-fixes and releases

Proactively identify, diagnose, take corrective action and resolve application system incidents and problems

Participate in planning sessions regarding application, hardware and software changes

Actively engaged in pre- and post- implementation reviews

Perform & oversee the troubleshooting, bug fixing, testing, and production deployment activities

Handle service request queue monitors and fulfill business and product support requests, both on and offline

Collaborate closely with IT team and vendors to understand the architecture and design and as warranted submit change requests for system improvements

Document, communicate and escalate technical issues, manage to resolution and articulate business impact

Comply with and create/update policies and procedures, including standard operating procedure (SOP)

Scripting and automation using tools such as Groovy, Python, Script language, etc

Developing a run book and internal knowledge base for ServiceNow, Jira, Wiki, Groupware, and other SaaS applications

Qualification

UCC/Collaboration ArchitectureM365ScriptingAutomationNetworking FundamentalsZoom Phone ManagementSlack Enterprise GridTelephony TechnologiesServiceNowProblem SolvingCollaborationDocumentation

Required

Bachelor's degree in IT, Information Security, Computer Science, or equivalent experience

5+ years of hands-on experience in in a dedicated UCC/Collaboration Architecture and Engineering role

Hands on experience with M365, Slack, Zoom and Google Workspace

Deep understanding of writing and managing scripts for platform automation and configuration management (e.g., PowerShell, Python, or equivalent)

Strong understanding of networking fundamentals as they relate to voice and video quality (e.g., QoS, latency, jitter)

Preferred

Comprehensive knowledge of advanced telephony/voice technologies, including SIP, SBCs, and direct routing configurations

Proficiency with Zoom Phone deployment and management (including high-scale provisioning), Zoom Rooms architecture, and advanced security/compliance configuration for Meetings and Webinars

Expertise in Slack Enterprise Grid management, advanced security policies (DLP, eDiscovery), third-party app management, and automation using Slack APIs

Certifications such as Microsoft 365 Certified: Enterprise Administrator Expert, Zoom Phone Admin, or equivalent