Voice Architect - Military veterans preferred

2018-12-01
Carmax (http://jobs.carmax.com/)
Other

/yr

  full-time   employee


Richmond
Virginia
United States

Description:

Position Description

THE OPPORTUNITY

CarMax has embarked on the next evolution of retail customer engagement. This evolution is enabled through technology and driven by Associates like YOU!

We are seeking a Solutions Architect to help design, launch and grow our Contact Center ecosystem based in cloud solutions.

This architect will evaluate business requirements and needs while scoping out thoughtful and responsive design. This person will implement, administer, modify and optimize the environment while adding new capabilities in response to our rapidly changing business needs. This architect will work with senior leadership and users alike to define needs and advise on new solutions.

What’s in the ecosystem?
TDM, VoIP telephony and hardware/software, wired and wireless networking, Windows, Linux, Google and AWS Cloud Services, Virtual environments, remote hosted services, and more!

Where we Work and Live!
Located in Richmond, there is nothing else like living in Virginia’s capital. It is the center of state government, a progressive urban centerpiece, and a unique historical gem all at once. You’ll be able to experience one of the country’s best cities for dining, shoot the rapids of the James River, ski the Blue Ridge mountains, enjoy the Atlantic coastline, and enjoy excellent culture, arts, schools, and living choices.

CarMax is committed to hiring innovative people with strong values of integrity, transparency and respect. We are also proud to be one of FORTUNE’s 100 Best Workplaces for Millennials and 50 Best Workplaces for Diversity. And thanks to our amazing associates, we have been recognized as one of the FORTUNE’s 100 Best Companies to Work For!

THE ROLE
•Ensure systematic translation of product requirements into system solutions that adhere to technical, schedule and cost constraints
•Define systems processes, interfaces and architecture including design and reverse engineering where necessary
•Provide technical leadership to the team
•Develop technical architectural diagrams
•Systems integration of Software and Hardware solutions
•Manage and conduct the Production Release process (includes regular and emergency releases)
•Interfaces the business unit customer, consulting with the business leaders, gathering business requirements, and converting to technical requirements
•Interfaces and leads discussions across cross-functional teams, engaging executive management to ensure consistency in solution development and implementation

Position Requirements

THE SKILLS:
•10+ years of telephony engineering experience
•5+ years of contact center experience
•Solid understanding of IT systems including system design and programming concepts
•Experience with VoIP infrastructure design/implementation/support in a multi-site LAN/MAN/WAN environment
•Knowledge and experiencing designing/supporting MPLS-based networks, TDM & OCx point-to-point networks preferred
•Strong understanding of VoIP and data networking protocols including: SIP, MGCP, RTP, IMS, HTTP/S, XML, SMTP, SNMP, SSH, etc.
•Knowledge and experience with of Layer 2 & 3 networking technologies and best practice
•Knowledge and experience with voice call routing and dialing plan
•Knowledge and experience with Contact Center technology such as IVR design, workforce management (WFM), call/screen recording (QM)
•Knowledge of VoIP technologies, design best practices and experience with network troubleshooting procedures
•Knowledge and experience with SOAP requests (example payment information, customer history)
•Understanding database structure and able to translate UC/CC fields to Strategy team for reporting
•Prior experience working in a multi-team environment preferred
•Experience with Salesforce integration
•Experience with API development
•Familiar with ETL

THE ASSOCIATE ENVIRONMENT
•Care (for everyone): We show compassion and contribute to the well-being and growth of those around us.
•Act with Integrity (every time): We take the right action even when it is hard and even when no one is watching. We treat our associates, customers, and communities the way they wish to be treated.
•Get Better (every day): We innovate, iterate, and improve each day. We are creative, take thoughtful risks, and ultimately learn and recover from failures.
•Collaborate (with everybody): We strive to work together toward a common purpose by proactively sharing information and inviting participation. We recognize the perspective of various groups and embrace healthy, constructive debate.