UC Engineer II - NICE CXone Expert & IVR Architect

Arrivia, Inc

Scottsdale (AZ)

On-site

USD 110,000 - 160,000

Full time

14 days+

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Job summary

Arrivia, Inc is seeking a Unified Communications Engineer II to architect and optimize our cloud-based UC stack, with a primary focus on NICE CXone. You will be the technical escalation lead for global contact center technologies, including voice, IVR, and complex integrations, while guiding UC Administrators and collaborating with cross-functional teams.

The role demands 5+ years in UC/CC, deep NICE CXone experience, IVR design expertise, and strong VoIP knowledge.

Qualifications

5+ years in Unified Communications, contact center engineering, or voice technologies.
Deep, hands-on experience with NICE CXone.
Demonstrated IVR design experience and complex routing knowledge.
Strong understanding of VoIP technologies (SIP, RTP, QoS).
Proven ability to troubleshoot multi-system, production-impacting issues and manage SaaS vendor escalations.
Excellent communication bridging technical requirements and business stakeholders.
Knowledge of CRM integrations (Salesforce/ServiceNow), APIs (REST/PowerShell), and enterprise platforms like Microsoft Teams or Cisco.

Responsibilities

Architect & optimize NICE CXone configurations, including routing logic, IVR, and call flows.
Provide technical leadership and act as escalation point for UC and contact center issues.
Drive platform performance and scalability improvements for customer experience.
Collaborate with SaaS vendors and internal teams to ensure end-to-end system health.
Mentor UC Administrators in troubleshooting and best practices.
Lead design validation, testing, and deployment under change control.