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USAA
USAA
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USAA is a financial services company focused on serving current and former members of the U.S. military and their families. Its offerings span banking, insurance, and investment products, supported by secure digital tools and member-focused service. The company brings together teams working across financial technology, risk, operations, and customer experience to help its members manage their financial lives.
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Mid-Level Contact Center Voice Engineer

Support USAA’s Cisco contact center, cloud integrations, and automation infrastructure. Troubleshoot production systems and build infrastructure as code for services used by military members.

USUnited StatesTXTexas
$93,770 – $179,240 / year
HybridFull-timeMiddleSeniorEnglish RequiredCall Center Representative
AWSCloudDNSFirewallsGoLinuxPythonSQLTCP/IPVoIP

Description

  • Design scalable IT infrastructure.
  • Implement system changes consistently and independently.
  • Automate service delivery and maintenance.
  • Build system monitoring and operational tools.
  • Troubleshoot IT systems to resolve complex production issues.
  • Recommend improvements to management.
  • Analyze major outages and identify ways to improve systems.
  • Apply engineering best practices, concepts, and patterns.
  • Understand customer needs and develop solutions with some guidance.
  • Assess potential technology solutions with some oversight.
  • Mentor junior engineers and, where appropriate, peers.
  • Build software-defined infrastructure as code within CI/CD pipelines.
  • Identify, assess, monitor, and manage business risks in line with risk and compliance policies and procedures.
  • Support technologies that enable millions of member interactions in USAA’s Contact Center Technologies organization.

Requirements

  • Bachelor’s degree, or four years of relevant education and/or experience.
  • Four years of infrastructure experience demonstrating technical depth in specific disciplines or technologies, or applicable IT experience.
  • Two years of experience creating, modifying, and maintaining infrastructure and individual system components.
  • Business acumen covering operations, risk management, industry practices, and emerging trends.
  • Knowledge of designing scalable IT infrastructure, implementing system changes, or automating service delivery and maintenance.
  • Basic knowledge of cloud technologies and tools.
  • Understanding of Cisco UCCE architecture and its core components.
  • Strong troubleshooting and log analysis skills across contact center applications.
  • Experience querying SQL and analyzing data.
  • Understanding of CTI integrations, REST APIs, JSON, and OAuth concepts.
  • Knowledge of contact center call flows, SIP/VoIP, and related protocols.
  • Experience supporting platform upgrades, migrations, and cutovers.
  • Python and/or Go development experience for automation and operational tools.
  • AWS fundamentals and cloud experience; exposure to AWS Connect is preferred.
  • Fundamental Windows and Linux administration skills.
  • Networking fundamentals, including DNS, TCP/IP, SSL/TLS, load balancing, and firewalls.
  • Interest in DevOps, automation, and infrastructure as code.
  • Ability to collaborate across infrastructure, applications, integrations, and development teams.
  • Strong analytical and problem-solving skills, with an interest in learning new technologies.
  • Self-directed approach, strong communication skills, and production support experience.
  • Must not require immigration support or visa sponsorship now or in the future.

Benefits

  • Flexible work arrangement with office presence four days per week.
  • Performance-based pay incentives, subject to overall corporate and individual performance and the discretion of the USAA Board of Directors.
  • Medical, dental, and vision plans.
  • 401(k) plan.
  • Pension.
  • Life insurance.
  • Parental benefits.
  • Adoption assistance.
  • Paid time off.
  • Paid holidays.
  • 16 paid volunteer hours.
  • Wellness programs.
  • Career path planning.
  • Continuing education assistance.

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