Pacific Life · 5 hours ago
Sr Unified Communications Contact Center Developer
Charlotte - NC
Full-time
Onsite
Mid, Senior Level
$101K/yr - $123K/yr
3+ years expPacific Life is a company dedicated to providing financial security and planning for their policyholders. They are seeking a Senior Unified Communications Engineer to provide technical and development oversight for their AWS Connect Contact Center platform, focusing on planning, implementing, and optimizing cloud-based solutions to meet business requirements.
FinanceFinancial ServicesInsurance
Responsibilities
Architect, develop, and support cloud contact center solutions, focusing on platforms such as AWS Connect and related services
Advance the integration of complex technologies (AI, Speech Recognition, Voice Biometrics, IoT) to enhance customer experience and operational efficiency
Collaborate with cross-functional teams to define requirements, design complex call flows, and implement omni-channel capabilities (email, chat, web, click-to-dial)
Drive automation and analytics initiatives, utilizing tools for workforce management, call recording, and customer journey mapping
Maintain documentation, capture business processes, and create training materials to support ongoing development and knowledge sharing
Qualification
Required
3+ years of experience supporting cloud contact center services, with hands-on expertise in AWS or similar platforms
Advanced knowledge of contact center call flows, routing, queues, analytics, and reporting in a cloud environment is desirable
Proficiency in programming languages such as JavaScript, Python, Terraform, and frameworks/tools relevant to cloud development (Serverless Framework, AWS CLI, NPM)
Experience integrating CRM systems (Salesforce, ServiceNow) and analytical reporting tools
Strong problem-solving, communication, and collaboration skills; able to translate complex technical concepts for business stakeholders
General knowledge of network and security infrastructure as it relates to real-time communications and cloud services is ideal, but not required
Familiarity with security and network infrastructure as it relates to cloud communications
Experience with peripheral applications and documentation best practices
Advanced knowledge of contact center call flows, routing, queues, analytics, and reporting
Experience with a range of AWS services - specifically the services that impact Connect including Lambda, DynamoDB, Cloud Formation, Cloud watch, Lex, Polly, Code Pipeline
Basic understanding/knowledge of the AWS ecosystem
Development experience with tools such as the Serverless Framework, NPM, and the AWS CLI
Background utilizing Microsoft Office tools (O365)
Benefits
Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
Paid Parental Leave as well as an Adoption Assistance Program
Competitive 401k savings plan with company match and an additional contribution regardless of participation
Company
Pacific Life
Pacific Life Insurance is an insurance company that provides life insurance products, annuities, and mutual funds.
1001-5000 employees
H1B Sponsorship
Pacific Life 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 (14)
2024 (9)
2023 (16)
2022 (19)
2021 (14)
2020 (17)
Funding
Current Stage
Late StageTotal Funding
$1.44B2025-09-03Debt Financing· $750M
2025-06-18Debt Financing· $688.57M
Leadership Team
Howard Hirakawa
Senior Vice President, Fund Advisor Operations
Joe Krum
Senior Vice President & Managing Director, Global Institutional Investment Group
Recent News
Private Capital Journal
2025-12-05
2025-11-22
Company data provided by crunchbase