Systems and Infrastructure Engineer

(USA) Staff, Systems and Infrastructure Engineer

Sunnyvale, CA

R-2649371

$117,000 - $234,000/yr

Regular/ Permanent

Role summary: The(USA)
Staff,Systems and Infrastructure Engineerplaysacriticalroleindesigning ,building,andoperatingscalabletelephonyand

Contact Centerasa Service (CCaaS) platforms.

Thispositionfocusesoncallcontrol,SIP signaling,media processing,routing,real-timeagentinteractions,andresilientdistributedsystemssupportinghigh-volumecontactcenteroperations.

TheengineerwilldesignsolutionsusingtechnologiessuchasSIP,SBCs,media servers,WebRTC,softphones,andtelephonyserviceswhileensuringHA,performance,scalability,andoperationalreliability.

Therolerequiresstrongarchitecturaljudgment,hands-ontroubleshootingskills,andabilitytocollaborateacrossengineering,infrastructure,network,andbusinessteamstodeliverreliablecustomerengagementplatforms.

The Customer Engagement Services Technology Engineering team develops scalable, resilient platforms supporting Walmart’s Contact Center and customer engagement functions. The team designs and manages telephony, routing, agent experience, and real-time interaction services for large-scale operations. Engineers work with SIP and media infrastructure, distributed services, APIs, event-driven architectures, and cloud-native technologies to deliver highly available platforms. Focused on collaboration, technical expertise, and operational excellence, the team prioritizes reliability, scalability, observability, and seamless experiences for customers and contact center agents.

• DesignanddevelopscalabletelephonyandCCaaSsolutionsusingSIP,SBCs,media servers,WebRTC,softphones,andtelephonyservices.
• Architectcallflowsandcall-controlsolutionssupportingIVR,routing,queueing,transfers,conferencing,recording,andagentinteractions.
• Designroutingandqueueingcapabilitiesincludingskills-based routing,priority routing,longest-idle strategies,andagentworkloadmanagement.
• Designresilientdistributedsystemswithhighavailability,DR,fault tolerance,andmulti-regiondeploymentstrategies.
• DevelopAPIsandevent-drivenintegrationswithCRM,workforce management,analytics,recording,andthird-partycommunicationplatforms.
• TroubleshootcomplexSIPsignaling,media,,networking,anddistributed-systemissuesacrossproductionenvironments.
• Driveperformanceengineering,capacity planning,observability,automation,andoperationalimprovementsforhigh-volumecontactcenterplatforms.

• Strong hands-onexperiencedesigning,developing,oroperatingenterprisetelephony,contact center,orCCaaSplatforms.
• DeepunderstandingofSIPsignaling,call control,RTP/media processing,SBCs,media servers,WebRTC,andsoftphonetechnologies.
• ExperiencewithcontactcenterconceptsincludingIVR,ACD,routing,queueing,agent states,presence,transfers,recording,andreal-time interactions.
• Strongknowledgeofdistributedsystems,HA,DR,load balancing,resiliency,andscalablesystemdesign.
• Proficiencytroubleshootingcomplexsignaling,media,network,application,andinfrastructureissuesusinglogs,traces,metrics,andprotocolanalysis.
• Experience with Linux,containers,Kubernetes,cloud infrastructure,automation,monitoring,andproductionoperationalpractices.
• Abilitytoevaluatearchitecturaltrade-offsinvolvinglatency,consistency,availability,scalability,reliability,andcustomerexperience.

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see  . Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.

Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

The annual salary range for this…