1-800 Contacts · 16 hours ago
Senior Unified Communications Engineer
Draper, UT
Full-time
Onsite
Senior Level
5+ years exp1-800 Contacts, part of SeekWell, is focused on making vision care accessible and innovative. The Senior Unified Communications Engineer will own the design and reliability of unified communications and contact center platforms, ensuring optimal performance and customer experience.
Consumer GoodsE-CommerceEyewearRetail
Responsibilities
Design, configure, administer, and support enterprise unified communications and NICE CXone CCaaS platforms, including voice routing, IVR, queues, call recording, analytics, and user administration
Lead platform enhancements and optimization efforts to improve reliability, scalability, and customer experience across customer-facing teams
Act as a senior escalation point for complex UC, voice, and contact center incidents, including root cause analysis and long-term remediation
Apply industry best practices to ensure high availability, performance, and resilience across cloud-based telephony and CCaaS environments
Design and influence long-term unified communications and contact center architectures that support current and future business needs
Partner with call center leadership, product, engineering, networking, systems, and security teams to integrate voice and contact center platforms with enterprise systems and workflows
Work directly with carriers and UC/CCaaS vendors to order, implement, troubleshoot, and maintain services and integrations
Serve as a technical liaison for advanced vendor support cases and contribute to strategic planning and roadmap discussions
Create and maintain technical documentation, diagrams, runbooks, and standard operating procedures
Participate in an on-call rotation supporting 24x7 production systems, including incident response, platform changes, and scheduled upgrades
Perform maintenance and platform updates during off-hours as needed to minimize business impact
Qualification
Required
5–10 years of experience supporting enterprise unified communications, voice, or contact center platforms
Strong hands-on experience with cloud-based UC and CCaaS platforms, with emphasis on NICE CXone or comparable technologies
Deep understanding of telephony fundamentals, call routing, IVR/ACD concepts, and digital communication channels
Proven ability to troubleshoot complex, production-impacting issues and deliver stable, scalable solutions
Experience collaborating closely with internal stakeholders to deliver reliable customer communication platforms
Strong communication skills with the ability to explain technical concepts to non-technical partners
Equivalent combination of education, experience, and technical certifications in telecommunications or related fields
Preferred
Experience with workforce management tools (e.g., IEX) and omnichannel contact center strategies
Familiarity with enterprise networking concepts and cloud-based architectures
Database query skills and experience with scripting, automation, or programming languages
Experience working in large-scale or high-availability contact center environments
NICE CXone or related contact center certifications
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