1-800 Contacts · 12 hours ago
Manager, Unified Communications & Network Engineering
Draper, UT (Hybrid)
Full-time
Hybrid
Senior Level
5+ years expSeekWell is the parent company of 1-800 Contacts, dedicated to making vision care accessible. The role involves leading Telecom and Network Engineering teams, optimizing the NICE CXone platform, and driving critical infrastructure projects to enhance customer interactions.
Consumer GoodsE-CommerceEyewearRetail
Responsibilities
Lead the Telecom and Network Engineering teams (6 engineers total) to deliver stable, scalable contact center and network infrastructure across the organization
Own the strategy, deployment, and ongoing optimization of the NICE CXone platform, including resolution of current chat and voice functionality issues impacting agent productivity and customer satisfaction
Partner closely with Call Center leadership, Product teams, and cross-functional stakeholders to rebuild trust, establish clear communication channels, and shift the team's reputation from reactive to strategic
Drive critical infrastructure projects including the Salt Lake City to Dallas/Fort Worth data center migration, completion of the Cisco-to-Arista network migration, and sunset of on-premises voice systems by October 2026
Recruit, hire, and onboard a Senior NICE Engineer to strengthen platform expertise and reduce dependency on vendor escalations
Develop team members through mentorship and coaching, including preparing Wesley Whitaker for a team lead role and managing performance improvement or transitions as needed
Establish incident response protocols, SLAs, and proactive monitoring to reduce resolution times and increase product delivery velocity
Create and maintain technical documentation, runbooks, and knowledge-sharing practices that enable team autonomy and operational excellence
Qualification
Required
5+ years of experience in engineering leadership, with proven ability to lead teams supporting mission-critical, agent-facing platforms
Deep hands-on expertise with NICE CXone, including platform configuration, integrations, troubleshooting, and performance tuning for voice and chat channels
Strong people management skills including conflict resolution, change management, performance coaching, and team development
Experience managing relationships with demanding internal stakeholders and turning around strained partnerships
Proven track record leading platform migrations, deployments, or optimization initiatives under tight timelines
Strong communication skills with ability to translate technical complexity into business value for non-technical stakeholders
Preferred
Experience with IEX Workforce Management, ACD/IVR routing, and omnichannel contact center strategies
Background in enterprise networking (SD-WAN, data center operations, Cisco/Arista environments)
Familiarity with cloud-based contact center architectures (AWS, Azure) and DevOps practices
Knowledge of CRM/CDP technologies such as Braze
Experience working in large-scale, Fortune 500 environments or KKR portfolio companies
Certifications in NICE CXone or related contact center technologies
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
Company
1-800 Contacts
1-800 Contacts is a retailer of contact lenses and is dedicated to making it easier for consumers to purchase contact lenses.
1001-5000 employees
H1B Sponsorship
1-800 Contacts 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
2023 (2)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
unknown2020-09-23Acquired
Leadership Team
Phil Bienert
President
Recent News
TechBuzz News
2025-05-09
2024-04-11
Company data provided by crunchbase