Voice Engineer

POSITION SUMMARY: The Voice Engineer acts as a key technical leader within the IT Infrastructure Products and Services team, specifically leading Voice platform efforts. This role is responsible for driving Voice strategy, architecture, and operations, including analyzing, designing, installing, configuring, maintaining, and repairing Voice infrastructure and application components. The Voice Engineer will play a critical role in enhancing customer experience, increasing productivity in stores, and supporting aggressive business expansion through organic and acquired growth, aligning with product/service operating models.

PRIMARY RESPONSIBILITIES/FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions/primary responsibilities.

30% - Voice Strategy & Architecture Leadership:

• Lead the development and evolution of the Voice platform strategy and architecture, ensuring alignment with the overall IT Infrastructure Products and Services vision.

• Proactively identify and evaluate emerging Voice technologies and solutions that can improve customer experience, enhance store productivity, and support business expansion.

• Design and architect highly available, scalable, and secure Voice solutions for headquarters, over 600 retail stores, and future acquired locations.

• Collaborate with the Manager of Infrastructure and Operations, Application Development, Business Intelligence, and Data Integrations teams to ensure seamless network integration and performance for all applications and services.

30% - Advanced Voice Engineering & Implementation:

• Perform advanced analysis, design, installation, configuration, and maintenance of complex Voice platforms that optimize performance, reliability, and security across the enterprise.

• Ensure Voice platform supports and enables new business initiatives and aggressive growth plans.

25% - Operational Excellence & Mentorship:

• Provide Level 2 and 3 expert support for escalated Voice incidents, ensuring rapid resolution and minimal impact on business operations and customer experience.

• Conduct thorough root cause analysis for voice issues and implement preventative measures to enhance operational stability.

• Act as a mentor and subject matter expert for junior team members within the Voice team, fostering a culture of continuous learning and technical excellence.

• Develop and maintain comprehensive voice documentation, standards, and best practices.

10% - Cross-Functional Collaboration & Support:

• Serve as a primary consultant to other IT and Business teams on Voice related matters, providing expert guidance and technical insights.

• Work with various IT domains in troubleshooting problems across including soft phones, hard phones, voice gateways, and voice applications, ensuring holistic issue resolution.

5% - Continuous Improvement & Reporting:

• Actively participate in on-call rotations, emergency meetings, and actions to resolve major outages affecting voice systems.

• Report critical issues and concerns that affect the operational stability, security, or performance of any production system or environment to management.

• Proactively identify opportunities for Voice optimization and automation to increase efficiency and reduce operational overhead.

• Complete other duties as assigned to support the IT Infrastructure Products and Services team's objectives.

Educational/Experience Requirements:

• Bachelor's Degree in Computer Science, Information Technology, or a related field, or 7+ years of progressive experience in designing, maintaining, and supporting Voice systems in a large enterprise.

• Professional-level technical certifications, such as Cisco Certified Network Professional (CCNP Collaboration), or equivalent.

Required Technical Skills/Knowledge:

• Strong knowledge and expert-level troubleshooting skills of core Voice functions, including Webex Calling, VoIP protocols (SIP), and WebEx call center environments.

• In-depth knowledge of Ethernet, VLANs, ARP, IP, NAT, TCP/UDP

• Thorough understanding of network fundamentals (Ex: DNS and DHCP).

• Expertise in designing, setting up, and configuring complex Voice Calling and Contact Center solutions to support diverse business requirements across multiple locations.

• Familiarity with automation tools and scripting (e.g., Python, Ansible) is a plus.

General Knowledge and Abilities:

• Analytical Skills: Exceptional analytical and problem-solving skills with the ability to diagnose complex network issues and develop effective, long-term solutions.

• Communication: Ability to communicate complex technical and non-technical information clearly, concisely, and professionally (both verbally and in writing) to diverse audiences, including senior leadership, technical teams, and non-technical stakeholders. Strong active-listening skills and the ability to draft, proofread, and send effective written communications.

• Confidentiality: Ability to work confidentially, effectively, and with discretion with all staff levels.

• Flexibility: Willingness to thrive in a dynamic, fast-paced, and ever-changing environment, with the ability to positively adapt to organizational, process, and technology changes.

• Initiative: Proactive and self-motivated, with the ability to work effectively with minimal supervision and drive projects to completion.

• Multitasking: The ability to effectively manage multiple priorities, perform two or more tasks simultaneously, or shift between activities without difficulty, while recognizing opportunities to delegate to junior colleagues.

• Organization: Superior organizational skills, including the ability to manage work assignments through prioritization, meticulous attention to detail, and optimal time management.

• Service Excellence: Demonstrated commitment to being stakeholder-focused by anticipating and understanding internal and external stakeholders' needs; collaborating with them to reach suitable solutions; and consistently meeting and delivering on those expectations.

• Teamwork: The ability to establish and maintain strong rapport, interact comfortably, and work effectively with coworkers. This includes mentoring, teaching, cooperating, being supportive of others, willingly helping others, considering others’ ideas and opinions, sharing information, giving proper credit, and fulfilling team responsibilities.

Physical Requirements: 

• Ability to remain in a stationary position at least 75% of the time.

• Requires frequent and repetitive use of hands and fingers to operate computer, mouse, keyboard, and office-related equipment, and the ability to reach with hands and arms.

• Requires the ability to lift up to 20 pounds occasionally and bend, stand, kneel, or stoop as necessary.

• This position requires the ability to frequently move around the facility and repair network-related issues.

• While performing the duties of this job, the employee is regularly required to talk or hear.

• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment: 

• Office, non-manual work; the worker is not substantially exposed to adverse environmental conditions.

• This position requires on-call hours during nights, weekends, holidays, etc.