Manager, Unified Communications & Network Engineering

1-800 Contacts•Draper, UT

1d•Hybrid

About The Position

SeekWell is the parent company of 1-800 Contacts, Luna, and The Framery. Our goal is to make it simpler, easier, and more accessible for people to get the vision care they need. We maintain the legendary, award-winning culture 1-800 Contacts started almost 30 years ago and continue to develop innovative, pioneering products and businesses that make consumers cheer and optometrists squirm. We’re owned by KKR – one of the world’s largest and most successful private equity investment companies. We’ve built an excellent company and changed an industry by putting the customer first, always. The best is yet to come! Why you want this job This is a high-impact leadership role where you'll stabilize and scale our NICE CXone platform while transforming how Telecom and Networking deliver for the business. We're mid-deployment of NICE CXone for voice and chat, and there are critical issues impacting our call center agents' performance metrics and customer experience that need an expert to solve. You'll have the opportunity to rebuild trust with internal stakeholders, mentor a talented team into their next chapter of growth, and own the technical roadmap for platforms that directly enable thousands of customer interactions daily. If you thrive on turning around challenging situations, building high-performing teams, and delivering mission-critical platforms at scale, this role offers meaningful impact from day one.

Requirements

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

Nice To Haves

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

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