Senior Unified Communications Engineer

Benefits: * Fuel Your Growth with Love's - company funded tuition assistance program * Paid Time Off * 401(k) – 100% Match up to 5% * Medical/Dental/Vision Insurance after 30 days * Competitive Pay * Career Development * Hiring Immediately *

Welcome to Love's: The Sr. Unified Communications Engineer is a seasoned technical leader responsible for designing, installing, and supporting Love’s voice network. This role places a strong emphasis on developing and implementing AI-enhanced Contact Center and Digital Communications solutions across the enterprise. The ideal candidate will bring deep expertise in AI technologies, CPaaS platforms, and Voice systems, helping to evolve services with a focus on reliability, seamless integration, and operational sustainability.

Job Functions

• Architect and deploy customer solutions using advanced Contact Center, Self-service bot, and Communications Platform as a Service (SMS, webchat, digital channels) tools.
• Leverage APIs and AI frameworks to interoperate with enterprise platforms and data systems.
• Integrate AI-driven automation and machine learning models to enhance Customer and Agent Experience (CX and AX).
• Implement and manage agentic AI-powered voice recognition, speech analytics, and natural language processing for self-service and routing.
• Ensure seamless integration of AI and CPaaS technologies into existing voice infrastructure.
• Configure and manage hardware and software to ensure proper functioning of various voice services.
• Collaborate with cross-functional teams to define business requirements and deliver intelligent communication solutions.
• Identify process inefficiencies or opportunities for improvement; suggest solutions.
• Document AI workflows, troubleshooting guides, and solution architectures.
• Analyze and troubleshoot hardware and software platforms for various technologies.
• Support escalation point for existing production voice network, including after normal business hours on-call as needed.
• Ensure voice network availability and performance.
• Assist in the development of meaningful metrics and performance baselines.
• Design and implement process automation using AI and scripting tools.
• Follow Information Security guidelines to protect Love’s digital assets.
• Supports broader team and enterprise goals by proactively contributing to initiatives outside of core responsibilities.
  
  

Experience And Qualifications

• Bachelor’s degree typically required
• 8 years of related experience in voice design and support position preferred.
  
  

Skills And Physical Demands

• Hard Skills:
• Technical knowledge of Cisco Communications Solutions: Contact Center, Unity Connection, Unified Communications Manager, WebEx Collaboration, Emergency Responder/E911, Expressways, CUBEs or Session Border Controllers.
• Understanding of Customer Relationship Management System (Salesforce or similar) and Call Recording tools.
• Strong Cisco routing and switching knowledge pertaining to enterprise VoIP: FXO/FXS ports, SRST, dial peers, QoS, Voice VLANs and PoE.
• Understanding of video conferencing endpoints, softphones, route patterns and translation patterns.
• Ability to script and integrate Contact Center, AI, and CPaaS services for intelligent contact routing and data exchange.
• Experience with speech analytics, NLP, and AI-based decision engines.
• Ability to conduct research into issues using utilities such as RTMT and DNA and other applicable troubleshooting technologies.
  
  

Soft Skills:

• Strong interpersonal, written, and oral communication skills.
• Experience working in a team-oriented, collaborative environment.
• Ability to present ideas in a user-friendly language and tailor communication style to the technical understanding of the audience.
• Highly self-motivated and self-directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Strong customer service orientation.
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Prolonged sitting, some bending and stooping
• Eye strain (screen use)
• Manual dexterity sufficient to operate a computer keyboard and calculator
• Occasional lifting of up to 25 pounds
• Requires normal range of hearing and vision
• Additional hours may be necessary.
  
  

This position is located at Love's corporate HQ in Oklahoma City.

Our Culture

Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture.

Love's is an Equal Opportunity Employer. Veterans encouraged to apply.

Job Category: Information Technology