The RoleAs a
Unified Communications Engineer II, you will be the architect of our connectivity. You will lead the design, optimization, and advanced support of our cloud-based communication ecosystems, with a primary focus on NICE CXone. This is a high-impact role where you will serve as the technical escalation point and engineering leader for our global contact center technologies, including voice, IVR, and complex system integrations.
What You'll Do- Architect & Optimize: Design NICE CXone configurations, including sophisticated routing logic, IVR, and seamless call flows.
- Technical Leadership: Act as the primary escalation point for complex UC and contact center issues, leading root cause analysis across voice, SIP/VoIP, and integrated systems.
- Drive Innovation: Constantly improve platform performance and scalability to enhance the customer experience.
- Collaborate: Partner with SaaS vendors to influence platform enhancements and work alongside network, security, and application teams to ensure end-to-end system health.
- Mentor: Support and guide UC Administrators in troubleshooting and configuration best practices.
- Execute: Lead technical implementations, including design validation, testing, and deployment under structured change control guidelines.
What You'll Need- Required Experience: 5+ years in Unified Communications, contact center engineering, or voice technologies.
- NICE CXone Mastery: Deep, hands-on experience with NICE CXone is required for this role.
- IVR Design: Demonstrated experience designing IVR systems and complex routing logic.
- Technical Depth: A strong understanding of VoIP technologies (SIP, RTP, call routing, QoS).
- Problem Solving: A proven track record of troubleshooting multi-system, production-impacting issues and managing SaaS vendor escalations.
- Communication: The ability to bridge the gap between technical requirements and business stakeholders.
- Additional Skills: Knowledge of CRM integrations (Salesforce/ServiceNow), APIs (REST/PowerShell), and enterprise platforms like Microsoft Teams or Cisco.
