Contact Center Voice Engineer - Mid Level

USAA•San Antonio, TX

4d•$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 technologies that enable millions of member interactions each year. The role offers hands-on experience with Cisco contact center platforms, cloud technologies, integrations, and automation in a highly visible enterprise environment. The engineer designs scalable IT system infrastructure, implements system changes, automates service delivery and maintenance tasks, and builds monitoring and tooling. The role also involves independently troubleshooting complex production issues and outages, recommending system improvements, applying engineering best practices, evaluating technology solutions, and developing software-defined infrastructure in code in CI/CD pipelines. The position includes mentoring junior engineers and managing risks in accordance with risk and compliance policies and procedures. The work environment is flexible but requires being in the office four days per week. The position may be based in San Antonio, Texas, or Plano, Texas. Relocation assistance is not available.

Requirements

Bachelor's degree, or four years of relevant education and/or experience.
Four years of infrastructure experience demonstrating technical depth in specific disciplines or technologies, or applicable IT experience such as IT management, software development, data engineering, or Agile product/release management.
Two years of experience creating, modifying, and maintaining infrastructure and individual system components.
Proficient business acumen in 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, including Router/Logger, AW/HDS/DDS, PGs, CVP, Finesse, and 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.
AWS fundamentals, cloud technology experience, and exposure to AWS Connect.
Windows and Linux administration fundamentals.
Networking fundamentals, including DNS, TCP/IP, SSL/TLS, load balancing, and firewalls.
Automation mindset and interest in DevOps and Infrastructure-as-Code concepts.
Comfort working across infrastructure, applications, integrations, and development teams.
Strong analytical and problem-solving skills and willingness to learn new technologies.
Self-starter with strong communication skills and production support experience.

Responsibilities

Design scalable IT system infrastructure and implement system changes with consistency and autonomy.
Automate service delivery and maintenance tasks and build monitoring and tooling for systems.
Troubleshoot complex technology production issues and analyze outages to identify opportunities for system improvements.
Identify opportunities for improvement and make recommendations to management.
Apply engineering best practices, concepts, and patterns.
Understand customer needs and identify solutions and ideas, with some assistance.
Evaluate potential technology solutions with some oversight.
Mentor junior engineers and potentially mentor peer engineers.
Develop software-defined infrastructure in code within CI/CD pipelines.
Identify, measure, monitor, and control risks associated with business activities in accordance with risk and compliance policies and procedures.