Senior Voice Analyst Jobs (NOW HIRING)

About the Team
The Technical Infrastructure team designs, builds, and operates the foundational platforms that power Williams-Sonoma, Inc. across corporate offices, retail locations, fulfillment operations, and customer-facing digital experiences. This includes compute, storage, networking, security, observability, cloud, and core infrastructure services.

Within this organization, the Voice and Telecom Engineering function is responsible for delivering secure, resilient, and modern voice, calling, contact center, and carrier services at enterprise scale. The team partners closely with infrastructure, network, security, cloud, workplace technology, contact center, and business teams to provide reliable communication platforms and a strong end-user experience across the enterprise.

About the Role
As Senior Voice Engineer, you will be responsible for the engineering, support, modernization, and lifecycle management of Williams-Sonoma's global voice and telecom environment. You will help improve platform reliability, interoperability, security, scalability, and operational efficiency across Avaya, Microsoft Teams Phone, Cisco Webex Calling, session border controllers, carrier services, and contact center integrations.

This role is ideal for a hands-on voice engineer with deep telecom expertise, strong operational judgment, and the ability to troubleshoot complex multi-vendor calling environments. You will partner closely with architects, senior engineers, operations teams, carriers, and business stakeholders to deliver reliable voice services, improve day-to-day operations, and contribute to the continued evolution of enterprise voice and contact center engineering.

Responsibilities

• Define, implement, and maintain enterprise standards for voice and telecom platforms, including call routing, SBC configuration, dial plan design, certificate management, voice resiliency, and interoperability practices.
• Engineer and support platform capabilities across Avaya Communication Manager, Microsoft Teams Phone, Cisco Webex Calling, session border controllers, carrier services, and CCaaS integrations.
• Analyze and resolve complex telecom issues involving SIP signaling, codec negotiation, call quality, routing failures, media flow, and cross-platform interoperability, and implement durable long-term solutions.
• Support modernization efforts across legacy and cloud-based voice platforms, including migrations, hybrid designs, cloud calling enablement, and contact center integration initiatives.
• Administer and improve core voice infrastructure services such as Avaya CM, Session Manager, System Manager, voicemail platforms, Direct Routing, Operator Connect, Webex Control Hub, and SBC platforms including Avaya, Oracle, and AudioCodes.
• Troubleshoot Microsoft Teams Phone call quality issues using Call Quality Dashboard, real-time telemetry, and SBC analytics to identify patterns, isolate root causes, and drive sustained improvements.
• Support carrier and PSTN services including SIP trunking, DID provisioning, number porting, circuit coordination, routing validation, and carrier escalation management.
• Support and troubleshoot end-to-end call flows across CCaaS platforms, SBCs, carriers, CRM systems, and related analytics, recording, and workforce tools.
• Partner closely with infrastructure, network, security, cloud, workplace, and business teams to design, implement, and support integrated voice and contact center solutions.
• Support voice security and compliance requirements, including TLS, SRTP, SIP authentication, E911, Kari's Law, RAY BAUM'S Act, and STIR/SHAKEN-related practices.
• Participate in high-availability and disaster recovery validation activities, including failover testing, resilience reviews, and operational readiness planning.
• Create and maintain high-quality engineering documentation, including high-level and low-level designs, methods of procedure, runbooks, diagrams, standards, and implementation records.
• Provide Tier 3 support during critical incidents and escalations, participate in the Voice and Telecom on-call rotation, and contribute to root-cause analysis and post-event documentation.
• Mentor other engineers and share knowledge through documentation, collaboration, design reviews, and hands-on problem solving.

Criteria

• 7+ years of hands-on enterprise telecom or voice engineering experience, including Tier 3 support of enterprise voice platforms, carrier services, SBCs and contact center integrations.
• Bachelor's degree in Computer Science, Engineering, Information Systems or a related field, or equivalent work experience.
• Deep experience with enterprise voice and telecom platforms, including Avaya, Microsoft Teams Phone, Cisco Webex Calling, SBCs, carrier connectivity and contact center integrations.
• Advanced SIP troubleshooting skills, including signaling analysis, media flow, codec negotiation, routing behavior and cross-platform interoperability.
• Experience with cloud and hybrid voice architectures, including Direct Routing, Operator Connect, Webex Calling and legacy voice modernization.
• Strong understanding of contact center technologies and integrations, including IVR, ACD, call recording, speech analytics, workforce management, CRM/CTI integrations and omnichannel routing.
• Experience with telecom security and compliance practices, including certificate management, encryption, emergency calling, E911, Kari's Law, RAY BAUM'S Act and related regulatory requirements.
• Experience with voice monitoring and analytics tools used to assess availability, performance and call quality.
• Experience with carrier services, including SIP trunking, DID provisioning, number porting and PSTN troubleshooting.
• Experience with CCaaS platforms such as Genesys Cloud CX, Five9, NICE CXone, Amazon Connect, Cisco Webex Contact Center, Avaya Experience Platform, Talkdesk or RingCentral Contact Center is strongly preferred.
• Salesforce CRM and CTI integration experience is a plus.
• Scripting and automation skills using PowerShell, Python or similar tools are a plus.
• Strong written and verbal communication skills, including technical documentation and stakeholder communication.
• Ownership-oriented mindset with the ability to operate effectively in a fast-paced, high-accountability infrastructure environment.
• This role requires being onsite in the Rocklin, CA or San Francisco, CA office Monday through Thursday.

Our Culture & Values 

We believe that taking care of our people is vital to our success and we strive to offer equitable and transparent practices for all. We prioritize connection, growth, and wellbeing. 

People First 

Putting People First means investing in overall well-being and opportunities to grow and advance within the organization. Depending on the position and location, here are a few highlights of what benefits may be available:

Benefits

• A generous discount on all WSI brands

• A 401(k) plan and other investment opportunities

• Paid vacations, holidays, and time off to volunteer

• Health benefits, dental and vision insurance, including same-sex domestic partner benefits

• Tax-free commuter benefits

• A wellness program that supports your physical, financial and emotional health

Continued Learning

• In-person and online learning opportunities through WSI University

• Cross-brand and cross-function career opportunities 

• Resources for self-development

• Advisor (Mentor) program

• Career development workshops, learning programs, and speaker series          

WSI will not now or in the future commence an immigration case or "sponsor" an individual for this position (for example, H-1B or other employment-based immigration).

This role is not eligible for relocation assistance.

Williams-Sonoma, Inc. is an Equal Opportunity Employer. Williams-Sonoma, Inc. will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance, or other applicable state or local laws and ordinances.

The expected starting pay range for this position is $115,000 - $135,000. Applicable pay ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. In addition to competitive pay, compensation may include a variety of other components like benefits, paid time off, merit, and bonus opportunities.

Our Company
Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Our family of brands are Williams Sonoma, Williams Sonoma Home, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, Rejuvenation, West Elm, Mark & Graham, Outward, and GreenRow. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room and even outdoor spaces. We've seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn't changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. Today, we're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing - and we're always looking for new energy and ideas.