Unified Communications Engineer

Description

Position Summary

1-800-FLOWERS.COM, Inc. is seeking a hands-on Telecommunications Engineer to design, develop, administer, and support its enterprise contact center ecosystem. This role spans Dynamics 365 Customer Service and omnichannel operations, voice and IVR engineering, Microsoft Power Platform, Dataverse, Fabric, Azure integrations, and third-party telephony. The engineer will connect customer interactions and agent workflows across platforms while maintaining secure, observable, reliable, and cost-conscious services.

Location: Remote Opportunity

Key Responsibilities

Contact center and telephony engineering

• Architect, configure, and support Dynamics 365 Customer Service/contact center capabilities, including voice and digital workstreams, queues, routing rules, agent experiences, and escalations.
• Design and maintain end-to-end call flows across Azure Communication Services, the call orchestration application, Copilot Studio IVR, Decagon, and live-agent handoff; preserve caller intent and context throughout the interaction.
• Engineer and troubleshoot Session Border Controller (SBC) trunks and SIP connectivity with Decagon; coordinate testing, deployment, monitoring, and failover with internal teams and partners.

Power Platform and Dataverse

• Build and maintain Power Apps, Power Automate flows, Power BI reporting, and Copilot Studio agents, including IVR experiences and API-based integrations with enterprise systems.
• Administer Dataverse data structures, access, security roles, environment configuration, and platform health; support data quality, operational troubleshooting, and change management.
• Monitor and manage Power Platform environments, Copilot Credits, Dataverse storage/consumption, permissions, and related platform costs.

Data engineering and reporting

• Configure and support Microsoft Fabric Link for Dataverse, Fabric workspaces and capacities, lakehouses, and data access patterns that enable operational analytics and Power BI reporting.
• Partner with data and business teams to deliver dependable contact center reporting, telemetry, and integrations, including downstream data needs.

Azure integration and operations

• Develop and support Azure Logic Apps for IVR-context APIs, Azure Function Apps, and the call orchestration application; implement secure API integrations and secrets management with Azure Key Vault.
• Maintain Application Insights monitoring and actionable diagnostics for call flows, integrations, and application services; investigate incidents and drive durable fixes.
• Support Azure Data Factory pipelines and Blob Storage containers used for Pipkins integrations; manage deployment through Azure DevOps and monitor Azure subscription consumption and costs.
• Document solution architecture, integration contracts, runbooks, deployment procedures, and recovery paths; work with telecommunications, customer service, application, security, and vendor teams through delivery and production support.

Required Qualifications

• Demonstrated hands-on experience engineering and supporting an enterprise contact center, including voice routing, IVR, telephony integration, and production troubleshooting.
• Strong experience with Dynamics 365 Customer Service/contact center and the Microsoft Power Platform: Power Apps, Power Automate, Power BI, Copilot Studio, and Dataverse administration.
• Experience building API integrations and Azure solutions using Communication Services, Logic Apps, Function Apps, Application Insights, Key Vault, and Azure DevOps.
• Working knowledge of Microsoft Fabric, including Dataverse integration, workspaces, capacities, and lakehouses.
• Experience with SBC/SIP trunking, call-flow diagnostics, secure access controls, and coordinating changes across multiple environments.
• Ability to translate business and customer-service needs into technical designs, deliver working solutions, and communicate clearly with technical and nontechnical stakeholders.

Preferred Experience

• Direct experience integrating Decagon voice services and managing SBC trunks, escalation routing, and context handoff to Dynamics 365.
• Experience supporting Pipkins data integrations using Azure Data Factory, Blob Storage, and related Azure services.
• Experience with multi-brand or high-volume customer service operations, seasonal demand, and third-party contact center partners.

What Success Looks Like

Reliable customer call routing and agent handoff; secure and maintainable platform integrations; actionable monitoring and reporting; disciplined environment and cost administration; and clear technical documentation that supports continuity of service.

The expected salary for this position is $85,000-$110,000 annually. The actual compensation will be determined by experience and other factors permitted by law.

Qualifications

• Demonstrated hands-on experience engineering and supporting an enterprise contact center, including voice routing, IVR, telephony integration, and production troubleshooting.
• Strong experience with Dynamics 365 Customer Service/contact center and the Microsoft Power Platform: Power Apps, Power Automate, Power BI, Copilot Studio, and Dataverse administration.
• Experience building API integrations and Azure solutions using Communication Services, Logic Apps, Function Apps, Application Insights, Key Vault, and Azure DevOps.
• Working knowledge of Microsoft Fabric, including Dataverse integration, workspaces, capacities, and lakehouses.
• Experience with SBC/SIP trunking, call-flow diagnostics, secure access controls, and coordinating changes across multiple environments.
• Ability to translate business and customer-service needs into technical designs, deliver working solutions, and communicate clearly with technical and nontechnical stakeholders.