Senior Unified Communications Engineer (Contact Center Automation)

Love's Travel Stops & Country Stores-posted 4 months ago
Full-time • Senior
Oklahoma City, OK
5,001-10,000 employees
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Welcome to Love's: The Sr. Unified Communications Engineer is a seasoned technical leader responsible for designing, installing, and supporting Love’s voice network. This role places a strong emphasis on developing and implementing AI-enhanced Contact Center and Digital Communications solutions across the enterprise. The ideal candidate will bring deep expertise in AI technologies, CPaaS platforms, and Voice systems, helping to evolve services with a focus on reliability, seamless integration, and operational sustainability.

  • Architect and deploy customer solutions using advanced Contact Center, Self-service bot, and Communications Platform as a Service (SMS, webchat, digital channels) tools.
  • Leverage APIs and AI frameworks to interoperate with enterprise platforms and data systems.
  • Integrate AI-driven automation and machine learning models to enhance Customer and Agent Experience (CX and AX).
  • Implement and manage agentic AI-powered voice recognition, speech analytics, and natural language processing for self-service and routing.
  • Ensure seamless integration of AI and CPaaS technologies into existing voice infrastructure.
  • Configure and manage hardware and software to ensure proper functioning of various voice services.
  • Collaborate with cross-functional teams to define business requirements and deliver intelligent communication solutions.
  • Identify process inefficiencies or opportunities for improvement; suggest solutions.
  • Document AI workflows, troubleshooting guides, and solution architectures.
  • Analyze and troubleshoot hardware and software platforms for various technologies.
  • Support escalation point for existing production voice network, including after normal business hours on-call as needed.
  • Ensure voice network availability and performance.
  • Assist in the development of meaningful metrics and performance baselines.
  • Design and implement process automation using AI and scripting tools.
  • Follow Information Security guidelines to protect Love’s digital assets.
  • Supports broader team and enterprise goals by proactively contributing to initiatives outside of core responsibilities.
  • Bachelor’s degree typically required
  • 8 years of related experience in voice design and support position preferred.
  • Technical knowledge of Cisco Communications Solutions: Contact Center, Unity Connection, Unified Communications Manager, WebEx Collaboration, Emergency Responder/E911, Expressways, CUBEs or Session Border Controllers.
  • Understanding of Customer Relationship Management System (Salesforce or similar) and Call Recording tools.
  • Strong Cisco routing and switching knowledge pertaining to enterprise VoIP: FXO/FXS ports, SRST, dial peers, QoS, Voice VLANs and PoE.
  • Understanding of video conferencing endpoints, softphones, route patterns and translation patterns.
  • Ability to script and integrate Contact Center, AI, and CPaaS services for intelligent contact routing and data exchange.
  • Experience with speech analytics, NLP, and AI-based decision engines.
  • Ability to conduct research into issues using utilities such as RTMT and DNA and other applicable troubleshooting technologies.
  • Strong interpersonal, written, and oral communication skills.
  • Experience working in a team-oriented, collaborative environment.
  • Ability to present ideas in a user-friendly language and tailor communication style to the technical understanding of the audience.
  • Highly self-motivated and self-directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Strong customer service orientation.
  • Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
  • Fuel Your Growth with Love's - company funded tuition assistance program
  • Paid Time Off
  • 401(k) – 100% Match up to 5%
  • Medical/Dental/Vision Insurance after 30 days
  • Competitive Pay
  • Career Development
  • Hiring Immediately
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