Senior Unified Communications Engineer (Contact Center Automation)
Love's Travel Stops & Country Stores
- Oklahoma City, OK
- Permanent
- Full-time
- 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.
- Hard Skills:
- 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.
- Soft Skills:
- 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.
- Prolonged sitting, some bending and stooping
- Eye strain (screen use)
- Manual dexterity sufficient to operate a computer keyboard and calculator
- Occasional lifting of up to 25 pounds
- Requires normal range of hearing and vision
- Additional hours may be necessary.