Unified Communication Administrator II

Job Details

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.

About the role

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.

Responsibilities

• Architect & Optimize: Design NICE CXone configurations, including sophisticated routing logic, IVR, and seamless call flows.
• Tech 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.

Requirements

• 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.

Qualifications

• 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.
• Ownt 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.