Senior Engineer, Unified Communications & Collaboration

Chubb•Jersey City, NJ

About The Position

Chubb is seeking a Senior Engineer to join its Global Unified Communications and Collaboration (UCC) chapter. The role designs, builds, and operates enterprise voice, collaboration, and contact center solutions, including NICE CXone, with an emphasis on scalable architecture, secure integrations, and intelligent automation. It connects business applications, customer data, APIs, and downstream systems to create resilient, compliant, supportable solutions that improve collaboration and customer engagement and enable AI-driven capabilities across the enterprise. The engineer shapes Chubb’s communications ecosystem by delivering technically robust, business-critical solutions. The role spans global UCC and contact center platforms, architecture standards, platform direction, AI-enabled customer service, complex solution delivery, secure integrations, and cross-functional coordination. It also supports financial planning, vendor and carrier management, licensing optimization, platform health reporting, and technical documentation.

Requirements

8 to 12 years of progressive technology experience with hands-on engineering expertise in unified communications, cloud contact center, enterprise voice, telecommunications, or related disciplines.
Deep knowledge of enterprise communications and contact center architecture.
Proven experience architecting and integrating contact center platforms with CRM, customer data, identity, knowledge, analytics, workforce management, and downstream policy, claims, or other business systems.
Practical experience with AI-enabled contact center capabilities, including conversational AI, agent assistance, virtual agents, intelligent routing, interaction summarization, quality automation, and customer self-service.
Ability to design integrated architectures combining native platform AI, enterprise AI services, third-party tools, and custom-built capabilities, supported by strong API, data, security, privacy, and monitoring practices.
Proven success delivering global modernization from legacy or on-premises communications environments to secure, resilient, and scalable cloud services.
Strong written and verbal communication skills, including the ability to explain technical designs and trade-offs clearly to engineering peers and non-technical stakeholders.
Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent relevant experience.

Nice To Haves

Experience with NICE CXone, Cisco Unified Communications Manager, Webex Calling, Webex Meetings, Microsoft Teams, SIP, session border controllers, and carrier services.
Financial services or insurance industry experience.

Responsibilities

Design, build, and evolve global UCC and contact center solutions across voice, telephony, meetings, messaging, recording, digital engagement, and AI-enabled customer service.
Define and maintain architecture standards, design patterns, and engineering best practices across NICE CXone, Cisco calling and collaboration, Webex, Microsoft Teams, and related carrier services.
Evaluate technologies and shape platform direction by balancing business outcomes, customer and employee experience, integration complexity, security, scalability, and long-term strategy.
Engineer AI-enabled contact center capabilities, including conversational AI, virtual agents, intelligent routing, real-time agent assistance, interaction summarization, quality automation, self-service, and workflow automation.
Architect and deliver complex global communications and contact center solutions from evaluation and design through integration, testing, deployment, and handover to production operations.
Build secure, reusable integrations, APIs, data flows, and event-driven capabilities connecting NICE CXone with CRM, policy and claims applications, identity, knowledge, analytics, workforce management, and other enterprise platforms.
Partner with Contact Center, Customer Experience, Security, Architecture, Data, Infrastructure, End User Services, Service Desk, application teams, and regional technology teams to deliver integrated global solutions while meeting security, privacy, accessibility, AI governance, compliance, data governance, and risk requirements.
Support financial planning, vendor performance reviews, software licensing optimization, carrier agreement management, platform health reporting, and documentation of architecture decisions, delivery progress, and technical risks.