Senior Voice Engineer - Military veterans preferred

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 Sr. Software Engineer to help design, launch and grow our Contact Center ecosystem based in cloud solutions.

This Engineer will evaluate business requirements and needs while scoping out thoughtful and responsive design. This person will assist with the implementation, administer, modify and optimize the environment while adding new capabilities in response to our rapidly changing business needs. This Engineer 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 100 Best Companies to Work For!

THE ROLE
•Assist in the design and support of the VoIP infrastructure for a multi-site LAN/WAN environment
•Assist in the implementation of contact center technology to include ACD routing, IVR design and configuration, audio and screen recording and workforce management applications
•Assist in developing technical diagrams and documentation for the solution
•Assist with QoS design, testing, fine-tuning and implementation
•Partner with Product Teams to resolve pain points in the release process
•Ability to gather requirements to create Call Routing and IVRs to support business processes
•System integration of Software and Hardware solutions
•Faces the business unit customer, consulting with the business leaders, gathering business requirements, and converting to technical requirements

Position Requirements

THE SKILLS:
•5+ years of telephony engineering experience
•2+ years of contact center experience
•Solid understanding of IT systems including system design and programming concepts
•Knowledge and experience with of Layer 2 & 3 networking technologies and best practice
•VoIP experience is a plus, with an in-depth understanding of SIP peering and trunking
•Knowledge and experience with voice call routing and dialing plan
•Knowledge and experience in Call Routing, ACD, IVR, Auto-attendant
•Proficient knowledge of PSTN, VoIP, T1/PRI, MPLS, ATM, ISDN, SIP, H.323 and MCGP and systems inter-connectivity
•Knowledge and experience with Contact Center applications a plus
•Ability to create and implement call flows and strategies
•Familiarity with SOAP requests (example payment information, customer history)
•Understanding database structure and able to translate UC/CC fields to Strategy team for reporting
•Experience with SIP UC/CC architectures and deployments
•Experience with Salesforce integration
•Familiar 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.