About the TeamIt’s an exciting time in technology, and that buzz is felt throughout PetSmart! We are continuing to grow at a faster pace and we want to continue to provide best-in-class experiences for pets and pet parents.
Our Technology team has 6 different departments: Information Security, Service Delivery, Business Enabling Systems, eCommerce & Marketing Technology, Data and Stores, Services & Supply Chain.
Whether it’s online or in our stores, the work that the IT team does is instrumental in PetSmart’s success. We have a strategic and actionable plan underway and are looking for associates who are just as excited about it as we are.
About the LocationHybrid Position:
This position may be considered Hybrid based on PetSmart’s FlexSmart policy and business needs. A Hybrid work arrangement is considered to be a blend of onsite and remote work activity. Associates with a Hybrid work arrangement have a work space at Phoenix Home Office and can be required to come onsite between 1-5 days a week as determined by leadership and based on business needs.
About the JobThis is an onsite role based at the Phoenix Home Office
Voice Network Engineer
Responsibilities:
- Design, configuration, troubleshooting, and support of complex UC and Contact Center systems in a retail and corporate space.
- Ensure overall stability of UC infrastructure throughout retail, corporate, and supply chain space.
- Support all UC system efforts such as technology refresh projects, system upgrades, feature expansion, and maintenance.
- Support planning, implementing, and monitoring of TSP handoff to local CE SIP services.
- Support planning and enforcement of Enterprise level licensing agreements for UC services.
- Best practice deployment of IP-Telephony systems and protocols, voice and video collaboration internal and DMZ network space, QoS, Disaster Recovery, Logging, NTP, RTMT alerting, and Messaging integration.
- Perform troubleshooting of complex UC applications and network issues related to voice quality.
- Provide and maintain detailed documentation for supported UC architectures.
- Provide technical support for new and existing technologies in collaboration with other technical and management stakeholders.
- Provide a continuous evaluation of the company's telephony infrastructure and initiate expansion or remediation projects to support growth and mitigate risks Collaborates with IT partners to administer and support infrastructure environments and define the overall support process.
- Serve as a Call Center Subject Matter Expert, providing expertise and leadership in all aspects of Call Center Operations
General Requirements:
- 2-3 years of experience with Cisco UC architecture and applications
- 2-3 years of experience with enterprise network systems in support of UC services
- In-depth knowledge of call centers for both Express and Enterprise level Contact Centers
- Proficient with IOS Gateway Dial-Peer/Translation/SIP Profile configurations
- Proficient with Telephony Service Provider integration
- Proficient with CUIC reporting designs and dashboards
- Proficient with ICM/CVP scripting and call flow
- Experienced with SQL/ECC variables for manipulating report outputs
- Experienced with 3rd party SIP endpoint and trunk integration
- Proficient with bulk administration and migration tools for Cisco UC systems
- Intermediate experience with Java based API consumption between CVP and API source
- Experience with WFM/QM administration and reporting
- Proficient with development IDE tools
- Experience with SOAP, VXML, and other UC/CC services
Specifically Required UC/CC Collaboration Systems:
- Cisco Unified Communications Manager
- Cisco Unity Connection
- Contact Center Enterprise ICM / CVP
- Contact Center Enterprise Rogger/Logger/VXML/AWHDS/CUIC
- E911
- Cisco Voice gateways SIP/CUBE
- Calabrio WFM QM
- Outbound Campaign Dialers
- VMware ESX
About the CultureAt PetSmart, we work hard to create a culture where every associate feels like they truly belong and we celebrate the unique stories, backgrounds, and experiences our associates share. These experiences not only bring new perspectives in shaping our Belonging culture but they’re core to PetSmart’s success.
Not sure if you meet 100% of the position requirements and whether you should apply? We’d still like to hear from you and encourage you to apply with us! You just may be the ideal candidate for this role, and if not this one, perhaps another position.
Our home office offers outstanding amenities in a fun and rewarding workplace including:
- Pet friendly environment, bring your pets to work!
- On-site Dog Park
- “Top Dog” gym with equipment, fitness classes, massage therapists and personal trainers
- “Sit & Stay” Café serving fresh breakfast and lunch options
- On-site coffee bar
- “Lil’ Paws” learning center and onsite daycare facility (associate paid)
- Volunteer events with PetSmart Charities
- Learn more about #LifeAtPetSmart here: https://www.lifeatpetsmart.com/life-at-petsmart/
- Check out Associate stories and share in some celebrations at PetSmart: https://www.blog.lifeatpetsmart.com/
- Explore PetSmart Benefits here: https://benefits.petsmart.com/
- If you don't already live in the Phoenix area here's a guide to the area: Welcome to Phoenix Guide
PetSmart provides an equal opportunity for all associates and job applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected characteristics.
