Senior Systems Engineer - Voice Systems (Avaya) - (Remote)

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:

The Sr. Systems Engineer is responsible for independently developing, maintaining, and supporting The Home Depot's technical infrastructure of hardware and system software that drives the success of Home Depot and our customers. As a Senior Systems Engineer II, you will be part of a dynamic team with engineers of all experience levels who help each other build and grow technical and leadership skills while creating, deploying, and supporting production infrastructure. In addition, Sr. Systems Engineers may be involved in routine upgrades and application support as well as root cause and post-mortem analyses around security incidents and service interruptions.

Key Responsibilities:

• 30% Delivery & Execution - Keeps abreast of innovations and industry trends as well as changes to internal systems and determines how they impacts tools, training, and support necessary to keep systems up, running, and secure; Participates in and contributes to learning activities around modern systems engineering core practices (communities of practice); Proactively views articles, tutorials, and videos to learn about new technologies and best practices being used within other technology organizations
• 15% Learning - Keeps abreast of innovations and industry trends as well as changes to internal systems and determines how they impacts tools, training, and support necessary to keep systems up, running, and secure; Participates in and contributes to learning activities around modern systems engineering core practices (communities of practice); Proactively views articles, tutorials, and videos to learn about new technologies and best practices being used within other technology organizations
• 20% Planning & Analysis - Researches and analyzes business trends and behavioral data to identify opportunities for improvements and new initiatives; Drives the evaluation, development, and recommendation of specific technology to provide cost-effective solutions that meet THD requirements; Researches and designs best fit infrastructure, network, database, cloud, AI, and security architectures for products; Proactively creates and maintains tools for monitoring and support; Participates in project planning and reporting across multiple efforts
• 35% Support & Enablement - Collaborates with product and project teams to understand needs and enable them with infrastructure; Supports technology architecture design review efforts for project and product teams; Leverages tooling and custom applications to monitor the operational status of applications, infrastructure, networks, databases, and security; optimizes and tunes performance as appropriate; Drives root cause analysis, debugging, support, and post-mortem analysis for security incidents and service interruptions; Maintains, upgrades, and supports existing systems and infrastructure to ensure operational stability; Opens and manages vendor problem tickets to resolution; Drives the production of in-house documentation around solutions; Provides application support for software running in production; Drives moving KB articles to infrastructure as code models; Drives keeping monitoring/alerting up to date

Direct Manager/Direct Reports:

• This position typically reports to Systems Engineer Manager or Sr Manager
• This position has 0 Direct Reports

Travel Requirements:

• No travel required.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

Preferred Qualifications:

• Professional or educational experience as an Information Technology Engineer.
• Advanced-level knowledge of call-flow build and design in an Avaya Enterprise Cloud or similar environment
• Advanced-level knowledge of Avaya Call Management System – CMS Supervisor – to include creation and management of custom reports
• Ability to translate specific customer requirements and business needs into high-quality contact center platform designs and implement in an Avaya Enterprise Cloud or similar environment
• Ability to troubleshoot complex, large-scale enterprise contact center solutions supporting over five thousand users
• Experience working as part of a collaborative, cross-functional, modern engineering team
• Experience in troubleshooting and remediation within multiple Information technology disciplines
• Experience installing and upgrading applications or databases and performing system maintenance
• Familiarity with system and environment analysis, design, and optimization
• Familiarity with debuggers, runtime analysis, library systems, compiled programming, and software update tools
• Experience monitoring the operational status and performance of, and configuring as well as tuning, systems, networks, or databases
• Experience with operating system commands and utilities as well as scripting
• Experience with cloud platforms such as GCP and Azure
• Experience supporting a 24x7 retail operation
• Experience with version control systems
• Experience with production system designs including Infrastructure as Code, High Availability, and Performance monitoring
• Exposure to Site Reliability Engineering (SRE)

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 4

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Action Oriented
• Being Resilient
• Global Perspective
• Manages Ambiguity
• Nimble Learning
• Self-Development
• Collaborates
• Cultivates Innovation
• Optimizes Work Processes
• Situational Adaptability
• Communicates Effectively
• Drives Results
• Interpersonal Savvy

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