Contact Center Voice Engineer - Lead level (Remote)

Job Description

Purpose of Job

We are seeking a talented Lead level Contact Center Voice Engineer for our offices in San Antonio, TX or 100% Remote Work Environment.
NOTE: The candidate selected for this position will work with the Voice Infrastructure team within USAA’s Contact Center Technologies organization. This individual will work on the contact center technology stack to provide contact center enterprise solutions for our members and MSRs. The selected candidate will work with supporting Cisco Unified Contact Center and Cisco Collaboration products. Additionally, the selected candidate will work on creating and executing our next gen contact center solutions.
Summary
Responsible for creating, modifying, maintaining and supporting infrastructure and individual system components that enable business functions and IT Services. Balance availability, security, efficiency and functional requirements to help provide an optimized production service. Identify and manage existing and emerging risks that stem from business activities and ensure these risks are effectively identified and escalated to be measured, monitored and controlled.
About USAA
USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.
About USAA IT
Our most important qualification isn’t technical, it’s human. Here, we don’t just sit in front of a screen. We stand behind our 13 million members who rely on us every day. We are over 5,000 employees strong, a passionately supportive and collaborative team built on agile principles. We’ve been a top-two Computer work 100 Best Places to Work in IT five years in a row and were recently named a Top 50 Employer for Minority Engineers & IT by Workforce Diversity Magazine.
See what it’s like to work for a company where your passion meets our purpose
USAA Information Technology: A Realistic Preview

Job Requirements

Identifies and manages existing and emerging risks that stem from business activities and the job role.

Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.

Follows written risk and compliance policies and procedures for business activities.

Leads the design of highly complex, scalable infrastructure, creates and enforces standards for system change – reserves execution for the most complex implementations, ensures service delivery and maintenance tasks are appropriately automated, and Influences and guides monitoring and tooling activities

Leads resolution of the most complex production issues and guides troubleshooting of end-to-end solutions that span multiple systems

Influences the process of analyzing outages

Leads and prioritizes experiments with new patterns and technologies

Determines engineering best practices, concepts, and patterns

Understands and shares information about the customer and leads the identification of solutions and ideas for the customer

Partners with key stakeholders to lead the evaluation of potential solutions

Mentor and coach junior / experienced engineers.

Minimum Education/Experience requirements:

• Bachelor's degree in related field of study OR 4 additional years of related experience beyond the minimum required
• 8+ years of infrastructure experience demonstrating depth of technical understanding within a specific discipline(s)/technology(s) to include 3 years' experience in Systems Operations environment supporting complex environment deployment and infrastructure management activities
• 2+ years of demonstrated technical leadership experience and/or leading teams
• Demonstrated experience in successfully partnering with business teams and leaders to design and manage highly available, complex, secure, enterprise infrastructure, and associated components, including servers, storage, network, and virtualized systems

Preferred Education/Experience requirements:

• 6+ years of experience supporting, maintaining large multi-cluster Cisco Unified Contact Center Enterprise, CISCO Collaboration products (including CUCM, Unity Connections, UCCE, Finesse, CVP, CUSP, and Cisco CUBE. Integration with Call Recording, NICE IEX, Nuance, and Oracle SBCs)
• 4+ Years of design, build, deploy, and delivery of Cisco’s Contact Center / Collaboration products and telecom technologies
• Experience leading upgrade of Cisco Unified Contact Center and collaboration products to a newer version
• Experience troubleshooting different voice protocols such as ISDN, H323, MGCP, and Session Initiated Protocol (SIP)
• Knowledge of MS SQL and Database troubleshooting
• Familiarity with Cisco API for collaboration product
• Knowledge of SRE / SDLC / Scrum/ project management tools Agile / Jira / Q-test
• Python Programing / Java Script / APIs and dashboard tools (ex: Grafana and Kibana)
• Knowledge of Cloud Contact Center Solutions
• CISCO Expert level certifications (CCIE Voice/Collaboration) and/or other professional-level certifications i.e. AWS or Azure

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

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 position. The salary range for this position is: $117,600 - $211,700* (this does not include geographic differential, it may be applied based on your work location)

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

Geographical Differential: Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.

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.

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USAA Total Rewards

Relocation assistance is notavailable for this position.