Contact Center Voice Engineer - Mid Level
About the role
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. We are proud to support active-duty military spouses. USAA roles may offer remote or hybrid flexibility for active-duty military spouses consistent with applicable policy and business needs.
The Opportunity As a dedicated Contact Center Voice Engineer - Mid Level, you will join the Voice Infrastructure team within the Contact Center Technologies organization under Digital, supporting the technologies that enable millions of member interactions each year. This role offers hands-on experience with Cisco contact center platforms, cloud technologies, integrations, and automation in a highly visible enterprise environment. This position can be based in one of the following locations: San Antonio, TX, or Plano, TX. Relocation assistance is not available for this position.
Responsibilities
- 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.