Contact Center Telephony Engineer

Contact Center Telephony Engineer – NICE CXone

Alight unlocks enterprise growth for the world’s most influential organizations through future‑ready human capital and business solutions. With industry‑leading data, deep operational expertise, and cloud‑optimized services, we elevate employee experience and modernize business operations. Our 15,000 colleagues support thousands of clients and over 30 million employees and dependents across 180 countries. Learn more at alight.com.

We are seeking a skilled Contact Center Telephony Engineer (NICE CXone) to support and enhance the telephony and contact center technologies for Alight’s Retiree Health Solutions business. This role is responsible for the operational stability, troubleshooting, design, and implementation of advanced contact center solutions in a complex, multi‑platform environment.

The engineer will play a key role in maintaining existing telephony systems while supporting the migration to a modern NICE CXone Omni‑Channel Contact Center platform.

Key Responsibilities

Operational Support & Maintenance

• Provide day‑to‑day operational support for Omni‑Channel Contact Center systems, including:
  • NICE CXone IP Contact Center
  • NICE IEX Workforce Management
  • CTI integrations such as Agent for Dynamics CRM
  • Contact center analytics and reporting systems
• Troubleshoot, document, and resolve telephony and contact center issues across a complex multi‑vendor environment.
• Ensure service continuity, monitor system health, and escalate issues as needed.

Solution Design & Implementation

• Design and implement Omni‑Media routing strategies, call flows, and IVR scripts using NICE CXone capabilities.
• Develop and manage integrations between Contact Center platforms and enterprise systems—including Microsoft Dynamics CRM, corporate back‑office systems, and network infrastructure.
• Participate in major telephony transformation initiatives, including migration to NICE CXone.

Reporting & Analytics

• Build, automate, and maintain dashboards and reports for key performance indicators (e.g., dropped calls, abandoned rates, wait times).
• Support ad-hoc reporting & analysis requests from Contact Center leadership teams.

Stakeholder Engagement

• Work closely with business teams to gather requirements and translate them into functional and technical specifications.
• Manage telephony pipeline requests, ensuring timely delivery within project and operational timelines.
• Maintain strong working relationships with NICE CXone support teams and internal technology groups.

Documentation & Continuous Improvement

• Maintain accurate documentation of the “as‑built” telephony architecture and configurations.
• Continuously evaluate system performance and recommend improvements to enhance efficiency, reliability, and customer experience.

Required Competencies & Experience

• 2+ years supporting Contact Center/Call Center environments.
• 1+ years managing NICE CXone or other NICE contact center technologies; experience with new solution deployments a strong plus.
• Solid understanding of call flow design, IVR development, and routing strategies.
• Proficient with Web Services, including SOAP, XML, APIs, HTTP, and Regular Expressions.
• Strong knowledge of:
  • SaaS platforms
  • Networking & internet technologies
  • CRM, WFM, PBX, ACD, CTI, VoIP
  • NICE Monitoring and IEX WFM (preferred)
• Demonstrated ability to meet SLAs and manage support processes in a high‑availability environment.
• Excellent communication skills and ability to collaborate across business and technical teams.
• Self‑starter with strong time‑management skills and the ability to manage multiple tasks independently.
• Bachelor’s degree in Computer Science, CIS, or related field—or equivalent experience.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

.