Senior Unified Communications Engineer (Contact Center Automation)

Love's Travel Stops & Country Stores

16h•Hybrid

About The Position

The Sr. Unified Communications Engineer is a seasoned technical leader responsible for designing, installing, and supporting Love’s voice network. This role places a strong emphasis on developing and implementing AI-enhanced Contact Center and Digital Communications solutions across the enterprise. The ideal candidate will bring deep expertise in AI technologies, CPaaS platforms, and Voice systems, helping to evolve services with a focus on reliability, seamless integration, and operational sustainability.

Requirements

Bachelor’s degree typically required
6-8 years of related experience in voice design support position and experience working as a UC Engineer is preferred. Experience working as a Unified Communications Engineer, Voice Automation Engineer, Contact Center Engineer, Telecommunications Engineer, Telecom Engineer, VoIP Engineer, Collaboration Engineer, Voice Engineer, Voice Network Engineer, Software Engineer, Call Center Engineer, or Generative AI Engineer is preferred.
Technical knowledge of Cisco Communications Solutions: Contact Center, Unity Connection, Unified Communications Manager, WebEx Collaboration, Emergency Responder/E911, Expressways, CUBEs or Session Border Controllers.
Familiarity Communications Platform as a Service (CPaaS) and building custom communication features like webchats and SMS.
Familiarity with Cisco's Contact Center as a Service (CCaaS) platform aka Webex Contact Center. Familiarity with on-prem call control as well as with UCaaS such as Webex Calling and Webex Conferencing.
Understanding of Customer Relationship Management System (Salesforce or similar) and Call Recording tools.
Strong Cisco routing and switching knowledge pertaining to enterprise VoIP: FXO/FXS ports, SRST, dial peers, QoS, Voice VLANs and PoE.
Understanding of video conferencing endpoints, softphones, route patterns and translation patterns.
Ability to script and integrate Contact Center, AI, and CPaaS services for intelligent contact routing and data exchange.
Knowledge of speech analytics, NLP, large language models (LLMs)and AI-based decision engines.
Ability to conduct research into issues using utilities such as RTMT and DNA and other applicable troubleshooting technologies

Nice To Haves

Knowledge of Python or similar programming language is preferred.
Preference will be given to candidates who are currently located in the Oklahoma City metro area or who are willing to relocate to OKC.

Responsibilities

Architect and deploy customer solutions using advanced Contact Center, Self-service bot, and Communications Platform as a Service (SMS, webchat, digital channels) tools.
Leverage APIs and AI frameworks to interoperate with enterprise platforms and data systems.
Integrate AI-driven automation and machine learning models to enhance Customer and Agent Experience (CX and AX).
Implement and manage agentic AI-powered voice recognition, speech analytics, and natural language processing for self-service and routing.
Ensure seamless integration of AI and CPaaS technologies into existing voice infrastructure.
Configure and manage hardware and software to ensure proper functioning of various voice services.
Collaborate with cross-functional teams to define business requirements and deliver intelligent communication solutions.
Identify process inefficiencies or opportunities for improvement; suggest solutions.
Document AI workflows, troubleshooting guides, and solution architectures.
Analyze and troubleshoot hardware and software platforms for various technologies.
Support escalation point for existing production voice network, including after normal business hours on-call as needed
Ensure voice network availability and performance.
Assist in the development of meaningful metrics and performance baselines.
Design and implement process automation using AI and scripting tools.
Follow Information Security guidelines to protect Love’s digital assets.
Supports broader team and enterprise goals by proactively contributing to initiatives outside of core responsibilities.