Senior Unified Communications Engineer

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.

• 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.

• 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.

• Strong background with Cisco communications technologies
  , including:

  • Contact Center

  • Unity Connection

  • Unified Communications Manager

  • Web Ex 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.

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.