(USA) Staff, Systems and Infrastructure Engineer

Walmart•Sunnyvale, CA

3d•Onsite

About The Position

The (USA) Staff, Systems and Infrastructure Engineer plays a critical role in designing, building, and operating scalable telephony and Contact Center as a Service (CCaaS) platforms. This position focuses on call control, SIP signaling, media processing, routing, real-time agent interactions, and resilient distributed systems supporting high-volume contact center operations. The engineer will design solutions using technologies such as SIP, SBCs, media servers, WebRTC, softphones, and telephony services while ensuring HA, performance, scalability, and operational reliability. The role requires strong architectural judgment, hands-on troubleshooting skills, and ability to collaborate across engineering, infrastructure, network, and business teams to deliver reliable customer engagement platforms. The Customer Engagement Services Technology Engineering team develops scalable, resilient platforms supporting Walmart’s Contact Center and customer engagement functions. The team designs and manages telephony, routing, agent experience, and real-time interaction services for large-scale operations. Engineers work with SIP and media infrastructure, distributed services, APIs, event-driven architectures, and cloud-native technologies to deliver highly available platforms. Focused on collaboration, technical expertise, and operational excellence, the team prioritizes reliability, scalability, observability, and seamless experiences for customers and contact center agents.

Requirements

Strong hands-on experience designing, developing, or operating enterprise telephony, contact center, or CCaaS platforms.
Deep understanding of SIP signaling, call control, RTP/media processing, SBCs, media servers, WebRTC, and softphone technologies.
Experience with contact center concepts including IVR, ACD, routing, queueing, agent states, presence, transfers, recording, and real-time interactions.
Strong knowledge of distributed systems, HA, DR, load balancing, resiliency, and scalable system design.
Proficiency troubleshooting complex signaling, media, network, application, and infrastructure issues using logs, traces, metrics, and protocol analysis.
Experience with Linux, containers, Kubernetes, cloud infrastructure, automation, monitoring, and production operational practices.
Ability to evaluate architectural trade-offs involving latency, consistency, availability, scalability, reliability, and customer experience.
Bachelor's degree in computer science, computer engineering, information systems, information technology, or related area and 4 years’experience in technology infrastructure engineering across areas such as compute, storage, network, mobility or virtualization-related technologies.
6 years’ experience in technology infrastructure engineering across areas such as compute, storage, network, mobility or virtualization related technologies.

Nice To Haves

Master’s degree in computer science, computer engineering, information systems, information technology, or related area and 2 Years of relevant experience in configuration management, developing automation for Provisioning and Orchestration, experience developing and managing service-level objectives (SLOs)/service level indicators (SLIs) for Infrastructure Service availability and performance.
Background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly.
Knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart’s accessibility standards and guidelines for supporting an inclusive culture.

Responsibilities

Design and develop scalable telephony and CCaaS solutions using SIP, SBCs, media servers, WebRTC, softphones, and telephony services.
Architect call flows and call-control solutions supporting IVR, routing, queueing, transfers, conferencing, recording, and agent interactions.
Design routing and queueing capabilities including skills-based routing, priority routing, longest-idle strategies, and agent workload management.
Design resilient distributed systems with high availability, DR, fault tolerance, and multi-region deployment strategies.
Develop APIs and event-driven integrations with CRM, workforce management, analytics, recording, and third-party communication platforms.
Troubleshoot complex SIP signaling, media, networking, and distributed-system issues across production environments.
Drive performance engineering, capacity planning, observability, automation, and operational improvements for high-volume contact center platforms.

Benefits

Competitive pay
Performance-based bonus awards
Medical coverage
Vision coverage
Dental coverage
401(k)
Stock purchase
Company-paid life insurance
PTO (including sick leave)
Parental leave
Family care leave
Bereavement leave
Jury duty leave
Voting leave
Short-term disability
Long-term disability
Company discounts
Military Leave Pay
Adoption expense reimbursement
Surrogacy expense reimbursement
PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
Walmart-paid education benefit program (Live Better U) for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.