(USA) Staff, Systems and Infrastructure Engineer

Role summary:

The (USA) Staff, Systems and Infrastructure Engineer plays a critical role in designing, building, and operating scalable telephony and Contact Center as a Service (CCaaS) platforms. This position focuses on call control, SIP signaling, media processing, routing, real-time agent interactions, and resilient distributed systems supporting high-volume contact center operations. The engineer will design solutions using technologies such as SIP, SBCs, media servers, WebRTC, softphones, and telephony services while ensuring HA, performance, scalability, and operational reliability. The role requires strong architectural judgment, hands-on troubleshooting skills,and ability to collaborate across engineering, infrastructure, network, and business teams to deliver reliable customer engagement platforms.

About the team:

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.

What you''ll do:

• Design and develop scalable telephony and CCaaS solutions using SIP, SBCs, media servers, WebRTC, softphones, and telephony services.
• Architect call flows and call-control solutions supporting IVR, routing, queueing, transfers, conferencing, recording, and agent interactions.
• Design routing and queueing capabilities including skills-based routing, priority routing, longest-idle strategies, and agent workload management.
• Design resilient distributed systems with high availability, DR, fault tolerance, and multi-region deployment strategies.
• Develop APIs and event-driven integrations with CRM, workforce management, analytics, recording, and third-party communication platforms.
• Troubleshoot complex SIP signaling, media,, networking, and distributed-system issues across production environments.
• Drive performance engineering, capacity planning, observability, automation, and operational improvements for high-volume contact center platforms.

What you''ll bring:

• Strong hands-on experience designing, developing, or operating enterprise telephony, contact center, or CCaaS platforms.
• Deep understanding of SIP signaling, call control, RTP/media processing, SBCs, media servers, WebRTC, and softphone technologies.
• Experience with contact center concepts including IVR, ACD, routing, queueing, agent states, presence, transfers, recording, and real-time interactions.
• Strong knowledge of distributed systems, HA, DR, load balancing, resiliency, and scalable system design.
• Proficiency troubleshooting complex signaling, media, network, application, and infrastructure issues using logs, traces, metrics, and protocol analysis.
• Experience with Linux, containers, Kubernetes, cloud infrastructure, automation, monitoring, and production operational practices.
• Ability to evaluate architectural trade-offs involving latency, consistency, availability, scalability, reliability, and customer experience.

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 https://one.walmart.com/notices. 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.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.

For information about benefits and eligibility, see One.Walmart.

The annual salary range for this position is $117,000.00 - $234,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include :

• Stock