Expert communicator developing and executing strategic communication plans for Intact Insurance's leadership. Design multiplatform content and engage internal teams and brokers for effective messaging.
About the role
- Senior Unified Communications Engineer overseeing design and support of contact center platforms at 1-800 Contacts. Delivering scalable solutions that enhance customer interactions and system reliability.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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