UC Engineer II: NICE CXone Lead for Cloud Contact Center
Arrivia
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Job summary
Arrivia is seeking a Unified Communications Engineer II to architect, optimize, and lead the global contact center ecosystem, with a focus on NICE CXone, voice, IVR, and integrations. You will act as the technical escalation point and collaborate across network, security, and application teams to ensure end-to-end system health.
The role requires deep UC experience, strong VoIP knowledge, and the ability to mentor UC Administrators while driving innovation and scalable solutions for world-class
Qualifications
- 5+ years in Unified Communications, contact center engineering, or related voice tech.
- Hands-on experience with NICE CXone.
- Experience designing IVR systems and complex routing.
- Strong understanding of VoIP (SIP, RTP, QoS) and call routing.
- Proven troubleshooting of multi-system, production-impacting issues and SaaS escalations.
- Excellent communication bridging technical requirements and business stakeholders.
Responsibilities
- Architect & Optimize NICE CXone configurations, including routing logic, IVR, and call flows.
- Act as primary escalation point for UC and contact center issues; lead root cause analyses.
- Drive platform performance and scalability improvements.
- Collaborate with SaaS vendors and cross-functional teams to ensure end-to-end system health.
- Mentor UC Administrators in troubleshooting and best practices.
- Lead technical implementations, including design validation, testing, and deployment under change control.
Skills
Tools
Job description
Arrivia is seeking a Unified Communications Engineer II to architect, optimize, and lead the global contact center ecosystem, with a focus on NICE CXone, voice, IVR, and integrations. You will act as the technical escalation point and collaborate across network, security, and application teams to ensure end-to-end system health.
The role requires deep UC experience, strong VoIP knowledge, and the ability to mentor UC Administrators while driving innovation and scalable solutions for world-class
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