Senior Unified Communications Engineer

A well-established organization headquartered in Oklahoma City is seeking a Senior Unified Communications Engineer to lead the design, installation, and support of its enterprise voice environment. This position plays a key role in advancing AI-enabled Contact Center and Digital Communications capabilities, with a focus on reliability, seamless integration, and long-term scalability.

What You’ll Do

• Architect and deploy customer-facing solutions using modern Contact Center, self-service bots, and CPaaS tools (SMS, webchat, and additional digital channels).

• Build integrations using APIs and AI frameworks to connect communications systems with enterprise data platforms.

• Implement AI-driven automation, machine learning models, and intelligent routing to enhance both Customer Experience (CX) and Agent Experience (AX).

• Deploy and manage agentic AI capabilities, including speech recognition, NLP, and speech analytics.

• Integrate AI and CPaaS platforms into existing voice infrastructure without disrupting services.

• Configure and support hardware and software that power various enterprise voice systems.

• Partner with cross-functional teams to understand business needs and deliver intelligent communication workflows.

• Identify inefficiencies and recommend process improvements.

• Create and maintain documentation for AI workflows, solution designs, and troubleshooting procedures.

• Support and troubleshoot production voice environments, including periodic after-hours on-call responsibilities.

• Maintain high availability and performance of enterprise voice services.

• Help define communication performance metrics and baselines.

• Use AI and scripting tools to automate voice processes where applicable.

• Adhere to enterprise Information Security standards.

• Contribute to departmental and organization-wide initiatives beyond core duties.

Experience and Background

• Bachelor’s degree preferred.

• 6–8 years of experience in voice design/support.

• Experience in roles such as Unified Communications Engineer, Voice Automation Engineer, Contact Center Engineer, VoIP Engineer, Collaboration Engineer, Telecom Engineer, Voice Network Engineer, Software Engineer, Generative AI Engineer, or similar.

Key Skills

• Strong background with Cisco communications technologies, including:

  • Contact Center

  • Unity Connection

  • Unified Communications Manager

  • WebEx Collaboration

  • Emergency Responder/E911

  • Expressways

  • CUBEs / Session Border Controllers

• Familiarity with CRM systems (Salesforce or similar) and call-recording tools.

• Strong knowledge of Cisco routing and switching related to VoIP: FXO/FXS, SRST, dial peers, QoS, Voice VLANs, PoE, etc.

• Understanding of video endpoints, softphones, route patterns, and translation patterns.

• Ability to script and integrate Contact Center, AI, and CPaaS solutions for intelligent routing and data exchange.

• Experience with speech analytics, NLP, LLMs, and AI-based decision engines.

• Ability to investigate issues using tools like RTMT, DNA, and similar troubleshooting utilities.

• Knowledge of Python or another programming language is a plus.

Location

This role is based on-site at the company’s headquarters in Oklahoma City.

The salary range for this position is between $125,000 and $135,000 based on experience level. 

#ittech #LI-R