Sr Unified Communications Engineer II

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a talented Sr. UC Engineer/Developer to join our Unified Communications/Voice in Newport Beach, CA.

Provide development and administration of Pacific Life’s Contact Center application and respective supporting technologies. Responsibilities encompass planning, functional activities, and development aligned with division and business requirements. Key areas include AWS contact center, IVR, call recording, chat, screen pop, SMS texting, Reporting Repositories, and related services supporting our divisions. Your expertise contributes directly to our mission, driving technological excellence and impact. You will fill a new role that sits on a team of 6 people in the Pacific Life Technology division. Your colleagues will include Senior and Consultant level engineers and developers. The UC team works closely as a cohesive unit and consistently practices teamwork and collaboration in support of our divisions.

How you’ll help move us forward:

• Provide advanced technical oversight and development for Pacific Life’s Contact Center environment.
• Leverage programming languages such as JavaScript, Python, and Node.js for efficient configuration and scripting.
• Develop robust and efficient code for various components including LexBots, IVR, Call Flows, and Lambda Configurations.
• Design, configure, and execute data flows from AWS to Snowflake to bolster contact center reporting and analytics.
• Continuously monitor and optimize AWS Connect solutions to ensure optimal performance and efficiency.
• Ensure AWS Connect platform’s compliance with Cloud Shared Services and Security standards, effectively mitigating any EISO Vulnerability requests.
• Use AWS’s built-in analytics tools to continuously monitor and improve the performance of our IVR, Self Service, and Chat functionality.
• Provides strategic support for Contact Center and participates in the 3-year road map.
• Support cloud technologies YAML pipelines and terraform.

The experience you bring:

• Advanced knowledge of contact center call flows, routing, queues, analytics, and reporting.
• Experience with a range of AWS services - specifically the services that impact Connect including Lambda, DynamoDB, Cloud Formation, Cloud watch, Lex, Polly, Code Pipeline.
• Full understanding/knowledge of the AWS ecosystem.
• Development experience with tools such as the Serverless Framework, NPM, and the AWS CLI.
• Background utilizing Microsoft Office tools (O365).

What makes you stand out:

• Bachelor’s degree in Computer Science or related field, or related work experience
• 5+ years background working within the IT Department in support of Contact Center services.
• 3+ years hands on experience supporting Cloud Contact Center services. (AWS Experience ideal)
• Ability to bridge Cloud Contact Center experience and a Developer skillset.

You can be who you are.
People come first here. We’re committed to a diverse, equitable and inclusive workforce. Learn more about how we create a welcoming work environment through Diversity, Equity, and Inclusion at www.pacificlife.com. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife.
 

Base Pay Range:

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

Your Benefits Start Day 1  
 

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents

• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off

• Paid Parental Leave as well as an Adoption Assistance Program

• Competitive 401k savings plan with company match and an additional contribution regardless of participation

EEO Statement:

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.