Voice Engineer III

Les Schwab Tire Centers

Bend (OR)

On-site

USD 110,000 - 150,000

Full time

13 days ago

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Benefits offered by this job

Profit sharing bonus

Medical Insurance

Dental Insurance

Vision Insurance

Vacation & holiday pay

Life Insurance

Short & long-term disability

Job summary

Les Schwab Tire Centers is seeking a Voice Engineer III to lead the Voice platform strategy, architecture, and operations across headquarters and 600+ retail stores. You will design, install, configure, and maintain Voice infrastructure and related applications to support growth and store productivity.

You will mentor junior engineers, provide Level 2/3 incident support, collaborate with IT and business teams, and drive automation and best practices.

Qualifications

Bachelor's degree or 7+ years of progressive voice systems experience.
CCNP Collaboration or equivalent certification.
Strong troubleshooting of Webex Calling, SIP, and contact center environments.

Responsibilities

Lead voice strategy and architecture for headquarters and 600+ stores.
Perform advanced analysis, design, install, configure voice platforms.
Provide Level 2/3 incident support and root-cause analysis for voice issues.
Collaborate across IT and business teams on voice solutions.
Participate in on-call rotations and drive continuous improvement.

Skills

Voice strategy

Architecture leadership

SIP/VoIP

Webex Calling

Networking fundamentals

Python/Ansible scripting

Contact Center design

Education

Bachelor's Degree in Computer Science or related field

7+ years voice systems experience

CCNP Collaboration

Tools

Webex Calling platform

Voice gateways/configuration

Job description

POSITION SUMMARY

The Voice Engineer III acts as a key technical leader within the IT Infrastructure Products and Services team, specifically leading Voice platform efforts. This role is responsible for driving Voice strategy, architecture, and operations, including analyzing, designing, installing, configuring, maintaining, and repairing Voice infrastructure and application components. The Voice Engineer III will play a critical role in enhancing customer experience, increasing productivity in stores, and supporting aggressive business expansion through organic and acquired growth, aligning with product/service operating models.

PRIMARY RESPONSIBILITIES/FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions/primary responsibilities.

30% - Voice Strategy & Architecture Leadership: Lead the development and evolution of the Voice platform strategy and architecture, ensuring alignment with the overall IT Infrastructure Products and Services vision. Proactively identify and evaluate emerging Voice technologies and solutions that can improve customer experience, enhance store productivity, and support business expansion. Design and architect highly available, scalable, and secure Voice solutions for headquarters, over 600 retail stores, and future acquired locations. Collaborate with the Manager of Infrastructure and Operations, Application Development, Business Intelligence, and Data Integrations teams to ensure seamless network integration and performance for all applications and services.
30% - Advanced Voice Engineering & Implementation: Perform advanced analysis, design, installation, configuration, and maintenance of complex Voice platforms that optimize performance, reliability, and security across the enterprise. Ensure Voice platform supports and enables new business initiatives and aggressive growth plans.
25% - Operational Excellence & Mentorship: Provide Level 2 and 3 expert support for escalated Voice incidents, ensuring rapid resolution and minimal impact on business operations and customer experience. Conduct thorough root cause analysis for voice issues and implement preventative measures to enhance operational stability. Act as a mentor and subject matter expert for junior team members within the Voice team, fostering a culture of continuous learning and technical excellence. Develop and maintain comprehensive voice documentation, standards, and best practices.
10% - Cross-Functional Collaboration & Support: Serve as a primary consultant to other IT and Business teams on Voice related matters, providing expert guidance and technical insights. Work with various IT domains in troubleshooting problems across including soft phones, hard phones, voice gateways, and voice applications, ensuring holistic issue resolution.
5% - Continuous Improvement & Reporting: Actively participate in on-call rotations, emergency meetings, and actions to resolve major outages affecting voice systems. Report critical issues and concerns that affect the operational stability, security, or performance of any production system or environment to management. Proactively identify opportunities for Voice optimization and automation to increase efficiency and reduce operational overhead. Complete other duties as assigned to support the IT Infrastructure Products and Services team's objectives.

MINIMUM EDUCATION & SKILLS REQUIRED

Educational/Experience Requirements

Bachelor's Degree in Computer Science, Information Technology, or a related field, or 7+ years of progressive experience in designing, maintaining, and supporting Voice systems in a large enterprise.

Professional-level technical certifications, such as Cisco Certified Network Professional (CCNP Collaboration), or equivalent.

Required Technical Skills/Knowledge

Strong knowledge and expert-level troubleshooting skills of core Voice functions, including Webex Calling, VoIP protocols (SIP), and WebEx call center environments.
In-depth knowledge of Ethernet, VLANs, ARP, IP, NAT, TCP/UDP Thorough understanding of network fundamentals (Ex: DNS and DHCP).
Expertise in designing, setting up, and configuring complex Voice Calling and Contact Center solutions to support diverse business requirements across multiple locations.
Familiarity with automation tools and scripting (e.g., Python, Ansible) is a plus.

General Knowledge and Abilities

Analytical Skills: Exceptional analytical and problem-solving skills with the ability to diagnose complex network issues and develop effective, long-term solutions.

Communication: Ability to communicate complex technical and non-technical information clearly, concisely, and professionally (both verbally and in writing) to diverse audiences, including senior leadership, technical teams, and non-technical stakeholders. Strong active-listening skills and the ability to draft, proofread, and send effective written communications.

Confidentiality: Ability to work confidentially, effectively, and with discretion with all staff levels.

Flexibility: Willingness to thrive in a dynamic, fast-paced, and ever-changing environment, with the ability to positively adapt to organizational, process, and technology changes.

Initiative: Proactive and self-motivated, with the ability to work effectively with minimal supervision and drive projects to completion.

Multitasking: The ability to effectively manage multiple priorities, perform two or more tasks simultaneously, or shift between activities without difficulty, while recognizing opportunities to delegate to junior colleagues.

Organization: Superior organizational skills, including the ability to manage work assignments through prioritization, meticulous attention to detail, and optimal time management.

Service Excellence: Demonstrated commitment to being stakeholder-focused by anticipating and understanding internal and external stakeholders' needs; collaborating with them to reach suitable solutions; and consistently meeting and delivering on those expectations.

Teamwork: The ability to establish and maintain strong rapport, interact comfortably, and work effectively with coworkers. This includes mentoring, teaching, cooperating, being supportive of others, willingly helping others, considering others’ ideas and opinions, sharing information, giving proper credit, and fulfilling team responsibilities.

Physical Requirements

Ability to remain in a stationary position at least 75% of the time. Requires frequent and repetitive use of hands and fingers to operate computer, mouse, keyboard, and office-related equipment, and the ability to reach with hands and arms. Requires the ability to lift up to 20 pounds occasionally and bend, stand, kneel, or stoop as necessary. This position requires the ability to frequently move around the facility and repair network-related issues. While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment

Office, non-manual work; the worker is not substantially exposed to adverse environmental conditions. This position requires on-call hours during nights, weekends, holidays, etc.

Additional Duties

This job description is not all inclusive and is subject to change. Additional duties and tasks may be assigned, as necessary. Employment remains "AT WILL" at all times.

Company Background

Our founder, Les Schwab, built his business from one store to hundreds of locations across the western states, a massive supply chain hub, and a state-of-the-art headquarters, making Les Schwab one of the largest independent tire businesses in the United States. Les believed in treating customers like family. Although he passed away in 2007, his vision remains at the core of the company’s culture: give people more for their money, reward employees for their expertise and hard work, earn people’s trust, and everyone benefits. Today, the 8,000+ employees of Les Schwab Tire Centers are proud to carry on this legacy.

Compensation & Benefits