Why USAA?

At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community and their families.

Embrace a fulfilling career at USAA, where our core values – honesty, integrity, loyalty and service – define how we treat each other and our members. Be part of what truly makes us special and impactful.

The Opportunity

As a dedicated Voice Transport Engineer - Mid Level, you will be part of a team in Contact Center Technology that is critical in maintaining and optimizing Voice transport and Contact Center Voice Infrastructure services in support of Contact Center Call Delivery.

This role will be responsible for creating, modifying, maintaining and supporting infrastructure and individual and integrated system components and solutions that enable business functions and IT Services. You will balance availability, security, efficiency and functional requirements to help provide an optimized production service. You will also 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.

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 either our San Antonio, TX, or Phoenix, AZ offices. 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 troubleshooting IT systems. Identifies opportunities for improvements and makes recommendations to management.
• Analyzes complex outages and identifies opportunities for system improvements.
• Understands and consistently exercises engineering best practices, 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 acumen 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:

• 4+ years Installing and maintaining Oracle Session Boarder Controllers (transport, session routers, registration)
• 4+ years experience supporting a Session Management System
• 4+ years of experience supporting large contact centers
• 4+ years of experience supporting, designing, troubleshooting VoIP / SIP Networks
• 4+ years of experience troubleshooting SIP call flows and working with Packet Tracing tools such as NetScout, Wireshark, Enterprise Operations Monitor, Observer, etc
• Experience with Python/PowerShell/JavaScript and/or programming skills
• Knowledge of or experience with Voice Integration with Cloud Services
• US military experience through military service or a military spouse/domestic partner

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: $93,770 - $168,790.

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

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.

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

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.

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, 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.