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Senior Unified Communications Engineer

Draper, UT (Hybrid)

Who we are

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.

What you’ll do

  • 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

What you'll need

  • 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

Perks

  • Free eye exams for your entire family
  • Deep discounts on lenses, glasses, and services
  • Amazing healthcare coverage
  • 401(k) match
  • Flexible PTO
  • Tuition reimbursement
  • In‑house restaurant with highly discounted meals
  • Free snacks, ice cream, and drinks every day
  • Full onsite gym

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

#LI-Hybrid 

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No Experience / Willing to Learn
I do not have hands-on CCaaS or UCaaS experience, but I understand core unified communications and contact center concepts (voice, routing, IVRs, SIP, agents) and am eager to learn.

Foundational
I have limited hands-on exposure to CCaaS or UCaaS platforms, such as assisting with basic configurations, shadowing implementations, working with vendors, or supporting users in a limited capacity.

Intermediate
I’ve supported CCaaS and/or UCaaS platforms in production, including configuration changes (queues, call flows, users, routing), basic troubleshooting, and supporting voice and/or digital channels.

Advanced
I’ve owned CCaaS/UCaaS platforms in production, led configurations and integrations, resolved complex voice or routing issues, and partnered with stakeholders to improve reliability and performance.

Expert
I’ve served as a senior technical authority for CCaaS/UCaaS platforms, designed scalable architectures, led complex implementations or optimizations, and driven measurable improvements in uptime, agent experience, or customer outcomes.

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No Experience / Willing to Learn
I do not currently have hands-on experience with NICE CXone, but I understand CCaaS concepts and am interested in learning the platform.

Foundational
I have basic familiarity with NICE CXone components (agents, queues, call flows) through limited hands-on exposure, vendor support, or shadowing.

Intermediate
I’ve supported NICE CXone in a production environment, including configuration changes, basic troubleshooting, and supporting voice or chat channels.

Advanced
I’ve owned NICE CXone configurations and integrations in production, led troubleshooting of complex voice or chat issues, and optimized platform performance impacting agent KPIs.

Expert
I’ve served as a senior NICE CXone SME, led major deployments or stabilization efforts, designed platform improvements, and acted as a primary escalation point for mission-critical environments.

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No Experience / Willing to Learn
I have limited exposure to enterprise telephony concepts but am interested in developing these skills.

Foundational
I understand basic telephony concepts and have supported simple call flows, user configurations, or vendor troubleshooting.

Intermediate
I’ve designed or modified call flows, IVRs, queues, and routing logic, and supported carrier or SIP-related issues in production.

Advanced
I’ve designed complex call routing architectures, resolved carrier or SIP issues, and optimized call flows for reliability and performance.

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I’ve acted as a technical authority for enterprise telephony, designing scalable routing strategies and resolving complex, production-impacting issues across voice and digital channels.

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Foundational
I’ve assisted senior engineers during incidents and participated in troubleshooting efforts.

Intermediate
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I’ve served as a senior escalation point, led incident response, performed root cause analysis, and implemented long-term fixes.

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