Contact Center Voice Engineer - Mid Level

Why USAA?
Let's do something that really matters.

At USAA, we have an important mission: facilitating the financial security of millions of U.S. military members and their families. Not all of our employees served in our nation's military, but we all share in the mission to give back to those who did. We're working as one to build a great experience and make a real impact for our members.

We believe in our core values of honesty, integrity, loyalty and service. They're what guides everything we do - from how we treat our members to how we treat each other. Come be a part of what makes us so special!

The Opportunity

As a dedicated Contact Center Voice Engineer - Mid Level, you will get to work with our USAA team to support voice infrastructure applications and to our journey of defining the future of contact center for USAA. We are looking with someone that has expertise with the Cisco Contact Center suite stack and can adapt to other technologies such as CCaaS (Contact Center as a Service).

Responsible for creating, modifying, maintaining and supporting infrastructure and individual and integrated system components and solutions that enable business functions and IT Services. Balance availability, security, efficiency and functional requirements to help provide an optimized production service. Identify and handle existing and emerging risks that stem from business activities and ensure these risks are effectively identified and intensified to be measured, monitored and controlled.

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: Plano, TX or San Antonio, TX. Relocation assistance is not available for this position.

What you'll do:

• 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 fixing IT systems. Identifies opportunities for improvements and makes recommendations to management.
• Analyzes complex outages and finds opportunities for system improvements.
• Understands and consistently exercises engineering standard methodologies, 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.

What you have:

• Bachelor's Degree or 4 additional years of experience beyond the minimum requirement can be used in lieu of a degree OR Approved certification from CodeUp, Galvanize, VetFIT (Veterans for IT) or eFIT (Employees for IT).
• 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 insight 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.

What sets you apart:

• Experience with UCCE 12.6 or higher to include call routing, call queuing, translation routing, NLU, and internal and external transfers.
• Experience with SQL databases to include HDS/DDS (Historical/Detail Data Server) databases.
• Experience analyzing SIP logs and being able to trace a call end to end.
• Working knowledge of CVP Studio applications (studio design, integration with external APIs, and monitoring) and VVB (Virtual Voice Browser).
• Working experience of CUCM 12.5 or higher to include cluster build, maintenance, patching, and upgrades.
• Experience working with Finesse 12.6 or higher along with integration with custom soft phones.
• Working experience working with Cisco Outbound Dialer.
• Exposure to DevOps using Java, Python or GoLang
• Working knowledge of SRE using tools such as Grafana & ELK.
• Exposure to cloud technologies such as AWS is a nice to have.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.

What we offer:

Compensation: USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market data of the position. The actual salary for this role may vary by location. The salary range for this position is: $89,990.00 - $172,000.00.

Employees may be eligible for pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors.

Benefits: At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

For more details on our outstanding benefits, please visit our benefits page on USAAjobs.com.

Applications for this position are accepted on an ongoing basis, this posting will remain open until the position is filled. Thus, interested candidates are encouraged to apply the same day they view this posting.

USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.