Operations Engineer

Content Guru is a leading global provider of enterprise cloud Customer Experience (CX) and contact centre solutions, and we are at the forefront of the Generative AI evolution.

We’re looking for a technically strong and solutions-focused Operations Engineer to join our team in Campbell, California. If you enjoy delivering infrastructure projects, improving platform performance, and working across teams to ensure stability and efficiency, we’d love to hear from you.

What we are looking for…

We’re seeking an Operations Engineer who thrives in a fast-paced technical environment and takes a methodical approach to problem solving. You’ll be responsible for supporting the deployment and maintenance of infrastructure across network, server, application, security, and capacity environments.

You’ll work closely with Project Management, Support, and other technical teams to deliver new deployments, resolve incidents, and drive continuous improvement across the platform.

Location…

This role is based in our Campbell, California office, and is eligible for part time telecommuting with the potential for up to 10% domestic and international travel.

Key responsibilities of the role…

Project Deployment & Implementation

• Follow projects and improvement tasks from initiation through to completion in line with Project Management requirements
• Identify risks and issues and propose practical improvements with a defined deployment plan
• Support the successful deployment of infrastructure including servers, networks, applications, and security components
• Prepare and deliver clear, comprehensive handovers of new solutions to other teams

Incident Management & Troubleshooting

• Triage issues and recognise the need for escalation at an early stage
• Ensure accurate and complete information is provided during escalations in line with standard procedures
• Retain ownership and tracking of issues through to final resolution
• Aid in the investigation and troubleshooting of incidents in a timely and accurate manner
• Work with third-party suppliers where required to resolve system and hardware issues

Platform Stability & Continuous Improvement

• Propose improvements to increase platform stability, performance, and efficiency
• Participate in improvement initiatives and operational enhancement projects
• Update documentation and procedures following incident resolution or system changes
• Ensure all documentation is clear, accurate, and easily understood by other teams
• Assist and educate Support teams when new solutions are deployed to the live platform

About you…

• Bachelor’s degree (or equivalent*) in Electronic Engineering, Computer Science, or a related field
• Minimum of one year of experience in an Operations Engineering or similar role

Experience (minimum of one year):

• Windows Operating System, including server build and management and Active Directory management
• Troubleshooting technical issues
• Using a ticketing system and providing customer updates
• Change management processes
• Working with third-party suppliers to troubleshoot and update systems and hardware
• Linux Operating System and Command Line Interface (CLI)
• Cisco Internetworking Operating System (IOS) CLI
• Working in a customer-facing environment
• Operating within ISO-certified and ITIL-based environments

You will also demonstrate:

• Strong analytical and problem-solving skills
• High attention to detail
• Clear written and verbal communication
• Ability to work under pressure and to tight deadlines
• A professional and collaborative approach

About the Company…

Content Guru is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe, with offices in the UK, Germany, Japan, the Netherlands, Portugal, and the US. Our award-winning cloud technology powers mission-critical services for some of the world’s biggest organisations.

Our goal is to enhance the way the world communicates, enabling seamless interactions across voice, video, chat, email, and more.

We are an equal opportunities employer and consider all qualified applicants regardless of race, gender, religion, orientation, disability, or any other protected characteristic. We are committed to creating an inclusive workplace where individuals can thrive and grow.

*Any combination of education that has been evaluated by a professional credentials evaluation service to be the equivalent of an U.S. degree will be accepted.