Love's Travel Stops · 6 hours ago
Senior Unified Communications Engineer (Contact Center Automation)
Oklahoma City, OK
Full-time
Onsite
Senior Level
6+ years expLove's Travel Stops is a family-owned and operated business headquartered in Oklahoma City, known for fueling customers' journeys since 1964. The Sr. Unified Communications Engineer is responsible for designing, installing, and supporting the company's voice network, with a focus on AI-enhanced Contact Center and Digital Communications solutions.
Retail
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
Qualification
Required
Bachelor's degree typically required
6-8 years of related experience in voice design support position
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
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
Knowledge of Python or similar programming language is preferred
Benefits
Fuel Your Growth with Love's - company funded tuition assistance program
Paid Time Off
401(k) – 100% Match up to 5%
Medical/Dental/Vision Insurance after 30 days
Competitive Pay
Career Development
Hiring Immediately
Company
Love's Travel Stops
Founded in 1964 by Tom Love, Love’s Family of Companies is headquartered in Oklahoma City, and remains entirely family-owned and operated.
10001+ employees
H1B Sponsorship
Love's Travel Stops has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (3)
2023 (5)
2022 (2)
2021 (5)
2020 (9)
Funding
Current Stage
Late StageLeadership Team
Brianna Hubbard, SHRM-CP
HR Business Partner
Derek Rusinek
Field Employee Relations Partner
Company data provided by crunchbase