Contact Center Voice Engineer – Mid Level

USAA

. Design scalable IT system infrastructure .

Posted 9/22/2026full-timeSan Antonio • Texas • United StatesMid-LevelSenior💰 $93,770 - $179,240 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing scalable IT system infrastructures and automating service delivery through software-defined infrastructure in CI/CD pipelines. Proficient in troubleshooting complex technology issues and mentoring junior engineers while ensuring compliance with risk management policies.

Highest-signal resume keywords

Infrastructure ExperienceCloud Technology KnowledgeSQL Querying and Data AnalysisPython and/or Go DevelopmentStrong Troubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Infrastructure DesignAutomation of Service DeliveryTroubleshooting IT SystemsSQL QueryingPython DevelopmentGo DevelopmentCloud TechnologiesCisco UCCE ArchitectureNetworking FundamentalsDevOps and Infrastructure-as-Code

Soft Skills

Strong Analytical SkillsStrong Communication SkillsProblem-Solving Skills

Tools & Technologies

AWS ConnectREST APIsJSONOAuthSIP/VoIP

Industry Keywords

Risk ManagementBusiness OperationsContact Center ApplicationsProduction SupportIT Systems

Tech Stack

Tools & technologies

AWSCloudDNSFirewallsLinuxPythonSQLTCP/IPVoIPGo

About the role

Key responsibilities & impact

Design scalable IT system infrastructure
Implement system changes with consistency and autonomy
Automate service delivery and maintenance tasks
Build monitoring and tooling for systems
Resolve complex technology production issues by troubleshooting IT systems
Identify opportunities for improvements and make recommendations to management
Analyze complex outages and identify opportunities for system improvements
Apply engineering best practices, concepts, and patterns
Understand customers and identify solutions and ideas with some assistance
Evaluate potential technology solutions with some oversight
Mentor junior engineers and potentially peer engineers
Develop software-defined infrastructure in code in CI/CD pipelines
Ensure risks associated with business activities are identified, measured, monitored, and controlled according to risk and compliance policies

Requirements

What you’ll need

Bachelor's degree; OR 4 years of relevant education and/or experience
4 years of infrastructure experience demonstrating depth of technical understanding within a specific discipline(s)/technology(s) or applicable IT experience
2 years of experience in creating, modifying, and maintaining infrastructure and individual system components
Proficient level of business acumen in 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
Understanding of Cisco UCCE architecture and core components
Strong troubleshooting and log analysis skills across contact center applications
SQL querying and data analysis experience
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 tooling
AWS fundamentals and cloud technology experience and exposure to AWS Connect
Windows and Linux administration fundamentals
Networking fundamentals including DNS, TCP/IP, SSL/TLS, load balancing, and firewalls
Automation mindset with interest in DevOps and Infrastructure-as-Code concepts
Comfortable working across infrastructure, applications, integrations, and development teams
Strong analytical and problem-solving skills
Strong communication skills and production support experience
Must not require immigration support or visa sponsorship, including H-1B, TN, or STEM OPT Training Plans

Benefits

Comp & perks

Comprehensive medical, dental and vision plans
401(k)
Pension
Life insurance
Parental benefits
Adoption assistance
Paid time off program with paid holidays
16 paid volunteer hours
Various wellness programs
Career path planning
Continuing education
Pay incentives based on overall corporate and individual performance and at the discretion of the USAA Board of Directors
Relocation assistance is not available for this position