Full Job Description
This is an environment unlike anything in the high-tech world and the secret of Costco’s success is its culture. The value Costco puts on its employees is well documented in articles from a variety of publishers including Bloomberg and Forbes. Our employees and our members come FIRST. Costco is well known for its generosity and community service and has won many awards for its philanthropy. The company joins with its employees to take an active role in volunteering by sponsoring many opportunities to help others. In 2018, Costco contributed over $39 million to organizations such as United Way and Children's Miracle Network Hospitals.
Costco IT is responsible for the technical future of Costco Wholesale, the second largest retailer in the world with wholesale operations in twelve countries. Despite our size and explosive international expansion, we continue to provide a family, employee centric atmosphere in which our employees thrive and succeed. As proof, Costco consistently ranks in the top five of Forbes “America’s Best Employers”.
The Telecom Analyst performs the tasks necessary to analyze, design, configure, implement, and support Costco’s voice network infrastructure, with primary focus on Cisco UC solutions. Successful candidates will have a working knowledge of the Cisco Unified Contact Center Enterprise (UCCE) system. The position will require working closely with the Infrastructure and Application Development areas to develop detailed design and execution of strategic solutions. The position entails network monitoring and troubleshooting, cooperative engagement with other departments and suppliers, working to resolve network, application, and configuration issues/concerns, and analysis and implementation of system changes.
If you want to be a part of one of the BEST “to work for” companies in the world, simply apply and let your career be reimagined.
ROLE
Analyzes and oversees daily troubleshooting, support, and maintenance of network Voice infrastructure, with emphasis on our Cisco voice platforms, including both remote and hands-on support of other groups, suppliers, customers, monitoring CARTS, etc.
Designs and implements new interactive voice response (IVR) applications utilizing web services, databases, and other external applications.
Identifies and resolves technical problems within all environments that include, but are not limited to, contact centers, warehouses, and regional/home offices before downtime is realized.
Diagrams voice solutions, configurations, break/fix procedures, call flows, and routing designs.
Analyzes business requirements and designs comprehensive cost effective enterprise level solutions.
Acts as a technical advisor on Telecom owned or other groups’ projects and designs.
Assists other Analysts and Management with developing long term, enterprise level planning around standards, and process.
Stays informed of Costco as well as industry Information Security policy and practice.
Mentors and provides training to Network Support, Service Support, and Service Desk personnel, as it relates to the Telecom systems and environment.
Handles special functions and duties as directed by management.
REQUIRED
Minimum 1 year experience and/or equivalent education in supporting Cisco UC solutions.
Minimum 1 year experience and/or equivalent education in networking design and implementation in a complex, multi protocol environment.
Working knowledge of the Cisco Unified Contact Center Enterprise (UCCE) system.
Understanding of Cisco Voice Portal.
Strong troubleshooting skills to isolate network faults, including packet sniffing/analysis and use of enterprise networking analysis, monitoring, and/or configuration tools.
Ability to adjust priorities in rapidly changing environments; work well under pressure.
Excellent verbal and written communication skills, ability to present complex ideas and designs to a variety of technical or non-technical stakeholders.
Ability to provide effective onsite and remote support and troubleshooting 24X7.
Recommended
Familiarity with all Cisco hardware and applications.
Experience with Windows Servers and MS SQL Databases.
Understanding of and/or aptitude with automation, scripting and/or programming languages.
Knowledge of proxy servers and content/caching systems.
Understanding of security and vulnerability best practice and design implications/mitigations.
Understanding of DR/HA and co-location design implications.
CCNA-Voice/Collaboration.
Required Documents
Cover Letter
Resume
California applicants, please click here to review the Costco Applicant Privacy Notice.
Apart from any religious or disability considerations, open availability is needed to meet the needs of the business. If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.