Sr. Engineer, IT Voice

Sr. Engineer, IT Voice

Overall Job Summary

The Sr Engineer role is responsible for the engineering, delivery and support of voice & communication services in support of retail operations, store support center and distribution center operations. That includes active participation and technical leadership within the voice and network teams in the design, development, and support of legacy and cloud-based voice services to ensure stability and sustainability against company growth initiatives. The Sr Engineer will help translate desired architectural outcomes to technical requirements and artifacts.

As a Sr Engineer at Tractor Supply, there will be regular involvement with leaders and the architectural community to ensure parity between business needs and services offered. This role is expected to be a thought leader and self-motivated, bringing opportunities forward as part of lifecycle planning and budgeting.

Essential Duties and Responsibilities (Min 5%)

• Own TSC's Unified Communications strategy to enable more cohesive and unified communication across the organization.
• Escalate support and technical guidance to the voice and network team on the voice services platform to ensure stability, scalability and availability demands through infrastructure lifecycle standardization strategies.
• Identify and implement ongoing opportunities for platform and process improvements to streamline the experience.
• Maintain standards, ensuring solutions are optimally designed, secure, performing and integrated with other solutions effectively.
• Responsible for problem management, such as customer communication and root cause analysis reports.
• Document internal SOPs, processes, and training to ensure team members are successful in maintaining the voice environment.
• Responsible for internal voice projects which may require cross departmental coordination to achieve goals.
• Design, review, test and execute configuration tasks to enhance reliability, increase capacity and ensure maximum availability of voice infrastructure
• Monitor infrastructure stability by modifying voice infrastructure in response to application changes, outage events and ensuring the platform complies with service level and licensing agreements of our policy holders
• Lead design and development of monitoring, reporting, and analytics focused on ensuring resiliency and proactive alerting for Voice Monitoring.
• Lead performance, security monitoring and documentation of relevant voice segments to ensure data integrity and positive customer experiences
• Install, configure and maintain voice services, equipment and devices
• Resolve complex technical issues by troubleshooting escalated voice infrastructure issues, collaborating with IT key stakeholders, sharing best practices and providing recommendations for backup and recovery methods
• Maintain operational strength of voice services by contributing to capacity planning, resource management and performance enhancement activities
• Mentor junior associates by sharing expertise, answering complex questions and offering guidance
• Manage budgeted resources by anticipating expenditure, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility.
• Participate and technically lead troubleshooting and project related conference calls. Able to convey technical information in a manner suitable to the audience.

Required Qualifications

Experience: 6-8 years' experience with the configuration, installation and maintenance of telecommunications services in networking and telecommunications. 5+ Years of administering and managing integrations of a cloud-based voice platform. 3+ Years of Experience with Microsoft Teams as an enterprise voice platform. 3+ Years of Experience with ACD and Contact Center technologies.

Education: Bachelor's degree in Computer Science, Management Information Systems or related field. Any suitable combination of education and experience will be considered.

Professional Certifications: Technical certification in CCNP, CCUM, CCVP is preferred.

High Demand IT Specialized skills: Unified Communications as a Service

Platform knowledge (UNIX, Linux, Windows):

Preferred knowledge, skills or abilities

• Advanced working knowledge of TDM, VoIP Protocols including SIP, SILK, OPUS, H.323, T.38 and other supporting telecommunications technologies.
• Experience with Fax over IP, gateways and approaches in modernizing and sustaining faxing
• solutions.
• Development and Scripting knowledge by using Python or Ruby to achieve automated tasks.
• Familiarity with Github & Github Actions pipelines.
• Ability to troubleshoot and solve complex problems in a systematic way.
• Excellent interpersonal skills with the expert ability to develop strong relationships with key members of both internal and vendor teams.
• Demonstrated analytical, multi-tasking and problem-solving skills.
• Ability to use a variety of open-source technologies and cloud services.
• Knowledge of networking, server and storage technologies and environments.
• Ability to comprehend business requirements to ensure technical directions are supportive.
• Ability to quickly comprehend the functions and capabilities of new technologies.
• Analytical and Problem-solving skills.
• Strong understanding of ITIL core principles for incident, request, change, and problem management.

Working Conditions

• Hybrid / Flexible working conditions
• Must be able to work some nights and weekends

Physical Requirements

• Sitting
• Standing (not walking)
• Walking
• Kneeling/Stooping/Bending
• Reaching overhead
• Lifting up to 20 pounds

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.

Company Info

At Tractor Supply and Petsense by Tractor Supply, our Team Members are the heart of our success. Their dedication, passion, and hard work drive everything we do, and we are committed to supporting them with a comprehensive and accessible total reward package. We understand the evolving needs of our Team Members and their families, and we strive to offer meaningful, competitive, and sustainable benefits that support their well-being today and in the future.

Our benefits extend beyond medical, dental, and vision coverage, including company-paid life and disability insurance, paid parental leave, tuition reimbursement, and family planning resources such as adoption and surrogacy assistance, for all full-time Team Members and all part-time Team Members. Part time new hires gain eligibility for TSC Benefits by averaging at least 15 hours per week during their 90-day lookback period. The lookback period starts the first of the month following the date of hire. If the 15-hour requirement was met, the benefits eligibility date will be the first day of the month following 4 months of continuous service.

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