1-800 CONTACTS

Senior Unified Communications Engineer

1-800 CONTACTS

full-time

Posted on:

Location Type: Hybrid

Location: Draper • Utah • United States

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Job Level

Senior

Tech Stack

Cloud

About the role

  • Design, configure, administer, and support enterprise unified communications and NICE CXone CCaaS platforms, including voice routing, IVR, queues, call recording, analytics, and user administration
  • Lead platform enhancements and optimization efforts to improve reliability, scalability, and customer experience across customer-facing teams
  • Act as a senior escalation point for complex UC, voice, and contact center incidents, including root cause analysis and long-term remediation
  • Apply industry best practices to ensure high availability, performance, and resilience across cloud-based telephony and CCaaS environments
  • Design and influence long-term unified communications and contact center architectures that support current and future business needs
  • Partner with call center leadership, product, engineering, networking, systems, and security teams to integrate voice and contact center platforms with enterprise systems and workflows
  • Work directly with carriers and UC/CCaaS vendors to order, implement, troubleshoot, and maintain services and integrations
  • Serve as a technical liaison for advanced vendor support cases and contribute to strategic planning and roadmap discussions
  • Create and maintain technical documentation, diagrams, runbooks, and standard operating procedures
  • Participate in an on-call rotation supporting 24x7 production systems, including incident response, platform changes, and scheduled upgrades
  • Perform maintenance and platform updates during off-hours as needed to minimize business impact

Requirements

  • 5–10 years of experience supporting enterprise unified communications, voice, or contact center platforms
  • Strong hands-on experience with cloud-based UC and CCaaS platforms, with emphasis on NICE CXone or comparable technologies
  • Deep understanding of telephony fundamentals, call routing, IVR/ACD concepts, and digital communication channels
  • Proven ability to troubleshoot complex, production-impacting issues and deliver stable, scalable solutions
  • Experience collaborating closely with internal stakeholders to deliver reliable customer communication platforms
  • Strong communication skills with the ability to explain technical concepts to non-technical partners
  • Equivalent combination of education, experience, and technical certifications in telecommunications or related fields.
Benefits
  • Free eye exams for your entire family
  • Deep discounts on lenses, glasses, and services
  • Amazing healthcare coverage
  • 401(k) match
  • Flexible PTO
  • Tuition reimbursement
  • In‑house restaurant with highly discounted meals
  • Free snacks, ice cream, and drinks every day
  • Full onsite gym
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
unified communicationsNICE CXoneCCaaSvoice routingIVRcall recordinganalyticsroot cause analysiscloud-based telephonytroubleshooting
Soft Skills
leadershipcommunicationcollaborationproblem-solvingtechnical liaison
Certifications
technical certifications in telecommunications