Senior Systems Engineer
About The Position
The Technical Infrastructure team designs, builds, and operates the foundational platforms that power Williams-Sonoma, Inc. across corporate offices, retail locations, fulfillment operations, and customer-facing digital experiences. This includes compute, storage, networking, security, observability, cloud, and core infrastructure services. Within this organization, the Voice and Telecom Engineering function is responsible for delivering secure, resilient, and modern voice, calling, contact center, and carrier services at enterprise scale. The team partners closely with infrastructure, network, security, cloud, workplace technology, contact center, and business teams to provide reliable communication platforms and a strong end-user experience across the enterprise. As Senior Voice Engineer, you will be responsible for the engineering, support, modernization, and lifecycle management of Williams-Sonoma’s global voice and telecom environment. You will help improve platform reliability, interoperability, security, scalability, and operational efficiency across Avaya, Microsoft Teams Phone, Cisco Webex Calling, session border controllers, carrier services, and contact center integrations. This role is ideal for a hands-on voice engineer with deep telecom expertise, strong operational judgment, and the ability to troubleshoot complex multi-vendor calling environments. You will partner closely with architects, senior engineers, operations teams, carriers, and business stakeholders to deliver reliable voice services, improve day-to-day operations, and contribute to the continued evolution of enterprise voice and contact center engineering.
Requirements
- 7+ years of hands-on enterprise telecom or voice engineering experience, including Tier 3 support of enterprise voice platforms, carrier services, SBCs and contact center integrations.
- Bachelor’s degree in Computer Science, Engineering, Information Systems or a related field, or equivalent work experience.
- Deep experience with enterprise voice and telecom platforms, including Avaya, Microsoft Teams Phone, Cisco Webex Calling, SBCs, carrier connectivity and contact center integrations.
- Advanced SIP troubleshooting skills, including signaling analysis, media flow, codec negotiation, routing behavior and cross-platform interoperability.
- Experience with cloud and hybrid voice architectures, including Direct Routing, Operator Connect, Webex Calling and legacy voice modernization.
- Strong understanding of contact center technologies and integrations, including IVR, ACD, call recording, speech analytics, workforce management, CRM/CTI integrations and omnichannel routing.
- Experience with telecom security and compliance practices, including certificate management, encryption, emergency calling, E911, Kari’s Law, RAY BAUM’S Act and related regulatory requirements.
- Experience with voice monitoring and analytics tools used to assess availability, performance and call quality.
- Experience with carrier services, including SIP trunking, DID provisioning, number porting and PSTN troubleshooting.
- Strong written and verbal communication skills, including technical documentation and stakeholder communication.
- Ownership-oriented mindset with the ability to operate effectively in a fast-paced, high-accountability infrastructure environment.
Nice To Haves
- Experience with CCaaS platforms such as Genesys Cloud CX, Five9, NICE CXone, Amazon Connect, Cisco Webex Contact Center, Avaya Experience Platform, Talkdesk or RingCentral Contact Center is strongly preferred.
- Salesforce CRM and CTI integration experience is a plus.
- Scripting and automation skills using PowerShell, Python or similar tools are a plus.
Responsibilities
- Define, implement, and maintain enterprise standards for voice and telecom platforms, including call routing, SBC configuration, dial plan design, certificate management, voice resiliency, and interoperability practices.
- Engineer and support platform capabilities across Avaya Communication Manager, Microsoft Teams Phone, Cisco Webex Calling, session border controllers, carrier services, and CCaaS integrations.
- Analyze and resolve complex telecom issues involving SIP signaling, codec negotiation, call quality, routing failures, media flow, and cross-platform interoperability, and implement durable long-term solutions.
- Support modernization efforts across legacy and cloud-based voice platforms, including migrations, hybrid designs, cloud calling enablement, and contact center integration initiatives.
- Administer and improve core voice infrastructure services such as Avaya CM, Session Manager, System Manager, voicemail platforms, Direct Routing, Operator Connect, Webex Control Hub, and SBC platforms including Avaya, Oracle, and AudioCodes.
- Troubleshoot Microsoft Teams Phone call quality issues using Call Quality Dashboard, real-time telemetry, and SBC analytics to identify patterns, isolate root causes, and drive sustained improvements.
- Support carrier and PSTN services including SIP trunking, DID provisioning, number porting, circuit coordination, routing validation, and carrier escalation management.
- Support and troubleshoot end-to-end call flows across CCaaS platforms, SBCs, carriers, CRM systems, and related analytics, recording, and workforce tools.
- Partner closely with infrastructure, network, security, cloud, workplace, and business teams to design, implement, and support integrated voice and contact center solutions.
- Support voice security and compliance requirements, including TLS, SRTP, SIP authentication, E911, Kari’s Law, RAY BAUM’S Act, and STIR/SHAKEN-related practices.
- Participate in high-availability and disaster recovery validation activities, including failover testing, resilience reviews, and operational readiness planning.
- Create and maintain high-quality engineering documentation, including high-level and low-level designs, methods of procedure, runbooks, diagrams, standards, and implementation records.
- Provide Tier 3 support during critical incidents and escalations, participate in the Voice and Telecom on-call rotation, and contribute to root-cause analysis and post-event documentation.
- Mentor other engineers and share knowledge through documentation, collaboration, design reviews, and hands-on problem solving.
Benefits
- A generous discount on all WSI brands
- A 401(k) plan and other investment opportunities
- Paid vacations, holidays, and time off to volunteer
- Health benefits, dental and vision insurance, including same-sex domestic partner benefits
- Tax-free commuter benefits
- A wellness program that supports your physical, financial and emotional health
- In-person and online learning opportunities through WSI University
- Cross-brand and cross-function career opportunities
- Resources for self-development
- Advisor (Mentor) program
- Career development workshops, learning programs, and speaker series
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
