Senior Unified Communications Engineer

1-800 Contacts•Draper, UT

4d•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 highly impactful senior technical role where you’ll own the design, reliability, and evolution of our unified communications and contact center platforms. You’ll serve as a subject matter expert for NICE CXone and cloud-based voice systems that directly support thousands of daily customer interactions. Your work will influence system uptime, agent productivity, and customer experience across the organization. If you enjoy solving complex telephony and CCaaS challenges, partnering closely with the business, and building scalable solutions that just work, this role offers meaningful ownership and visibility.

Requirements

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

Nice To Haves

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

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