(USA) Staff, Systems and Infrastructure Engineer

About the Role

The (USA) Staff, Systems and Infrastructure Engineer plays a critical role in designing, building, and operating scalable telephony and Contact Center as a Service (CCaaS) platforms. This position focuses on call control, SIP signaling, media processing, routing, real-time agent interactions, and resilient distributed systems supporting high-volume contact center operations. The engineer will design solutions using technologies such as SIP, SBCs, media servers, WebRTC, softphones, and telephony services while ensuring HA, performance, scalability, and operational reliability. The role requires strong architectural judgment, hands-on troubleshooting skills, and the ability to collaborate across engineering, infrastructure, network, and business teams to deliver reliable customer engagement platforms.

About the Team

The Customer Engagement Services Technology Engineering team develops scalable, resilient platforms supporting Walmart’s Contact Center and customer engagement functions. The team designs and manages telephony, routing, agent experience, and real-time interaction services for large-scale operations. Engineers work with SIP and media infrastructure, distributed services, APIs, event-driven architectures, and cloud-native technologies to deliver highly available platforms. Focused on collaboration, technical expertise, and operational excellence, the team prioritizes reliability, scalability, observability, and seamless experiences for customers and contact center agents.

Responsibilities

• Design and develop scalable telephony and CCaaS solutions using SIP, SBCs, media servers, WebRTC, softphones, and telephony services.
• Architect call flows and call-control solutions supporting IVR, routing, queueing, transfers, conferencing, recording, and agent interactions.
• Design routing and queueing capabilities including skills-based routing, priority routing, longest-idle strategies, and agent workload management.
• Design resilient distributed systems with high availability, DR, fault tolerance, and multi-region deployment strategies.
• Develop APIs and event-driven integrations with CRM, workforce management, analytics, recording, and third-party communication platforms.
• Troubleshoot complex SIP signaling, media, networking, and distributed-system issues across production environments.
• Drive performance engineering, capacity planning, observability, automation, and operational improvements for high-volume contact center platforms.

Qualifications

• Strong hands-on experience designing, developing, or operating enterprise telephony, contact center, or CCaaS platforms.
• Deep understanding of SIP signaling, call control, RTP/media processing, SBCs, media servers, WebRTC, and softphone technologies.
• Experience with contact center concepts including IVR, ACD, routing, queueing, agent states, presence, transfers, recording, and real-time interactions.
• Strong knowledge of distributed systems, HA, DR, load balancing, resiliency, and scalable system design.
• Proficiency troubleshooting complex signaling, media, network, application, and infrastructure issues using logs, traces, metrics, and protocol analysis.
• Experience with Linux, containers, Kubernetes, cloud infrastructure, automation, monitoring, and production operational practices.
• Ability to evaluate architectural trade-offs involving latency, consistency, availability, scalability, reliability, and customer experience.

Benefits

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision, and dental coverage. Financial benefits include 401(k), stock purchase, and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

Pay

The annual salary range for this position is $117,000.00 - $234,000.00. Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include stock.

Minimum Qualifications

• Option 1: Bachelor's degree in computer science, computer engineering, information systems, information technology, or related area and 4 years’ experience in technology infrastructure engineering across areas such as compute, storage, network, mobility, or virtualization-related technologies.
• Option 2: 6 years’ experience in technology infrastructure engineering across areas such as compute, storage, network, mobility, or virtualization-related technologies.

Preferred Qualifications

• Master’s degree in computer science, computer engineering, information systems, information technology, or related area and 2 years of relevant experience in configuration management, developing automation for provisioning and orchestration, experience developing and managing service-level objectives (SLOs)/service level indicators (SLIs) for infrastructure service availability and performance.
• We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly.

Primary Location: 680 W California Ave, Sunnyvale, CA 94086-4834, United States of America