What are the responsibilities and job description for the Senior Unified Communications Engineer position at Fuse3 Solutions?
A well-established organization headquartered in Oklahoma City is seeking a Senior Unified Communications Engineer to lead the design, installation, and support of its enterprise voice environment. This position plays a key role in advancing AI-enabled Contact Center and Digital Communications capabilities, with a focus on reliability, seamless integration, and long-term scalability.
What You’ll Do
This role is based on-site at the company’s headquarters in Oklahoma City.
The salary range for this position is between $125,000 and $135,000 based on experience level.
#ittech
What You’ll Do
- Architect and deploy customer-facing solutions using modern Contact Center, self-service bots, and CPaaS tools (SMS, webchat, and additional digital channels).
- Build integrations using APIs and AI frameworks to connect communications systems with enterprise data platforms.
- Implement AI-driven automation, machine learning models, and intelligent routing to enhance both Customer Experience (CX) and Agent Experience (AX).
- Deploy and manage agentic AI capabilities, including speech recognition, NLP, and speech analytics.
- Integrate AI and CPaaS platforms into existing voice infrastructure without disrupting services.
- Configure and support hardware and software that power various enterprise voice systems.
- Partner with cross-functional teams to understand business needs and deliver intelligent communication workflows.
- Identify inefficiencies and recommend process improvements.
- Create and maintain documentation for AI workflows, solution designs, and troubleshooting procedures.
- Support and troubleshoot production voice environments, including periodic after-hours on-call responsibilities.
- Maintain high availability and performance of enterprise voice services.
- Help define communication performance metrics and baselines.
- Use AI and scripting tools to automate voice processes where applicable.
- Adhere to enterprise Information Security standards.
- Contribute to departmental and organization-wide initiatives beyond core duties.
- Bachelor’s degree preferred.
- 6–8 years of experience in voice design/support.
- Experience in roles such as Unified Communications Engineer, Voice Automation Engineer, Contact Center Engineer, VoIP Engineer, Collaboration Engineer, Telecom Engineer, Voice Network Engineer, Software Engineer, Generative AI Engineer, or similar.
- Strong background with Cisco communications technologies, including:
- Contact Center
- Unity Connection
- Unified Communications Manager
- WebEx Collaboration
- Emergency Responder/E911
- Expressways
- CUBEs / Session Border Controllers
- Familiarity with CRM systems (Salesforce or similar) and call-recording tools.
- Strong knowledge of Cisco routing and switching related to VoIP: FXO/FXS, SRST, dial peers, QoS, Voice VLANs, PoE, etc.
- Understanding of video endpoints, softphones, route patterns, and translation patterns.
- Ability to script and integrate Contact Center, AI, and CPaaS solutions for intelligent routing and data exchange.
- Experience with speech analytics, NLP, LLMs, and AI-based decision engines.
- Ability to investigate issues using tools like RTMT, DNA, and similar troubleshooting utilities.
- Knowledge of Python or another programming language is a plus.
This role is based on-site at the company’s headquarters in Oklahoma City.
The salary range for this position is between $125,000 and $135,000 based on experience level.
#ittech
Salary : $125,000 - $135,000
