Contact Center Voice Engineer - Mid Level

USAA•San Antonio, TX

3d•$93,770 - $179,240•Hybrid

About The Position

As a dedicated Contact Center Voice Engineer - Mid Level, you will join the Voice Infrastructure team within the Contact Center Technologies organization under Digital, supporting the technologies that enable millions of member interactions each year. This role offers hands-on experience with Cisco contact center platforms, cloud technologies, integrations, and automation in a highly visible enterprise environment. We offer a flexible work environment that requires an individual to be in the office 4 days per week. This position can be based in one of the following locations: San Antonio, TX, or Plano, TX. Relocation assistance is not available for this position.

Requirements

Bachelor's degree; OR 4 years of relevant education and/or experience.
4 years of infrastructure experience demonstrating depth of technical understanding within a specific discipline(s)/technology(s) or applicable IT experience such as IT Management, Software Development, Data Engineering, and Agile Product/Release Management.
2 years of experience in creating, modifying, and maintaining infrastructure and individual system components.
Proficient level of business acumen in the areas of business operations, risk management, industry practices and emerging trends.
Knowledge and understanding of designing scalable IT system infrastructures, implementing system changes, or automating service delivery and maintenance tasks.
Basic understanding of cloud technologies and tools.

Nice To Haves

Understanding of Cisco UCCE architecture and core components (Router/Logger, AW/HDS/DDS, PGs, CVP, Finesse, CCMP)
Strong troubleshooting and log analysis skills across contact center applications
SQL querying and data analysis experience
Understanding of CTI integrations, REST APIs, JSON, and OAuth concepts
Knowledge of contact center call flows, SIP/VoIP, and related protocols
Experience supporting platform upgrades, migrations, and cutovers
Python and/or Go development experience for automation and operational tooling
Nice to have - AWS fundamentals and cloud technology experience and exposure to AWS Connect.
Windows and Linux administration fundamentals, Networking fundamentals (DNS, TCP/IP, SSL/TLS, load balancing, firewalls)
Automation mindset with interest in DevOps and Infrastructure-as-Code concepts
Comfortable working across infrastructure, applications, integrations, and development teams.
Strong analytical and problem-solving skills, ability and desire to learn new technologies
Self-starter with strong communication skills and production support experience

Responsibilities

Under limited supervision, designs scalable IT system infrastructure, implements system changes with consistency and autonomy, and automates service delivery and maintenance tasks; builds monitoring and tooling for systems.
Independently, resolves complex technology production issues by troubleshooting IT systems. Identifies opportunities for improvements and makes recommendations to management.
Analyzes complex outages and identifies opportunities for system improvements.
Understands and consistently exercises engineering best practices, concepts, and patterns.
Understands the customer and identifies solutions and ideas for the customer with some assistance.
Evaluates potential Technology solutions with some oversight.
Mentors' junior engineers and may being mentoring peer engineer.
Develop software defined infrastructure in code in CI/CD Pipelines.
Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.