Unified Communication Administrator II

Arrivia, Inc; Scottsdale (AZ); On-site; USD 110,000 - 160,000; Full time

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.

Skills

NICE CXone

IVR design

VoIP (SIP/RTP)

Technical troubleshooting

CRM integrations

APIs (REST/PowerShell)

MS Teams / Cisco platforms

5+ years UC/CC experience

Cross-functional communication

SaaS vendor collaboration

Job description

At arrivia, we power the travel industry through innovation. We are a global travel technology powerhouse, dedicated to connecting people to world-class experiences through our proprietary platforms. Travel is at our core, and technology is our engine. We are constantly investing in cutting‑edge, cloud‑based solutions and automation to ensure our members can explore the world seamlessly. When you join arrivia, you aren’t just joining a tech team; you’re joining a mission to redefine the global travel journey.

The Role

As a Unified Communications Engineer II, you will be the architect of our connectivity. You will lead the design, optimization, and advanced support of our cloud‑based communication ecosystems, with a primary focus on NICE CXone. This is a high‑impact role where you will serve as the technical escalation point and engineering leader for our global contact center technologies, including voice, IVR, and complex system integrations.

What You’ll Do

• Architect & Optimize: Design NICE CXone configurations, including sophisticated routing logic, IVR, and seamless call flows.
• Technical Leadership: Act as the primary escalation point for complex UC and contact center issues, leading root cause analysis across voice, SIP/VoIP, and integrated systems.
• Drive Innovation: Constantly improve platform performance and scalability to enhance the customer experience.
• Collaborate: Partner with SaaS vendors to influence platform enhancements and work alongside network, security, and application teams to ensure end‑to‑end system health.
• Mentor: Support and guide UC Administrators in troubleshooting and configuration best practices.
• Execute: Lead technical implementations, including design validation, testing, and deployment under structured change control guidelines.

What You’ll Need

• Required Experience: 5+ years in Unified Communications, contact center engineering, or voice technologies.
• NICE CXone Mastery: Deep, hands‑on experience with NICE CXone is required for this role.
• IVR Design: Demonstrated experience designing IVR systems and complex routing logic.
• Technical Depth: A strong understanding of VoIP technologies (SIP, RTP, call routing, QoS).
• Problem Solving: A proven track record of troubleshooting multi‑system, production‑impacting issues and managing SaaS vendor escalations.
• Communication: The ability to bridge the gap between technical requirements and business stakeholders.
• Additional Skills: Knowledge of CRM integrations (Salesforce/ServiceNow), APIs (REST/PowerShell), and enterprise platforms like Microsoft Teams or Cisco.

Our Core Values

• Stay Curious - Explore new challenges and make space to learn and grow.
• Keep it Real - Earn trust through open, honest, and clear communication.
• Own it - Seek ways to make an impact and take action.
• Win Together - Create a culture of connection and inclusion where everyone can be their best.