Contact Center Telephony Engineer \u2013 NICE CXone

Alight unlocks enterprise growth for the worldu2019s most influential organizations through futureu2011ready human capital and business solutions. With industryu2011leading data, deep operational expertise, and cloudu2011optimized 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 Alightu2019s Retiree Health Solutions business. This role is responsible for the operational stability, troubleshooting, design, and implementation of advanced contact center solutions in a complex, multiu2011platform environment.

The engineer will play a key role in maintaining existing telephony systems while supporting the migration to a modern NICE CXone Omniu2011Channel Contact Center platform.

Key Responsibilities

Operational Support & Maintenance

• Provide dayu2011tou2011day operational support for Omniu2011Channel 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 multiu2011vendor environment.
• Ensure service continuity, monitor system health, and escalate issues as needed.

Solution Design & Implementation

• Design and implement Omniu2011Media routing strategies, call flows, and IVR scripts using NICE CXone capabilities.
• Develop and manage integrations between Contact Center platforms and enterprise systemsu2014including Microsoft Dynamics CRM, corporate backu2011office 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 u201Casu2011builtu201D 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 highu2011availability environment.
• Excellent communication skills and ability to collaborate across business and technical teams.
• Selfu2011starter with strong timeu2011management skills and the ability to manage multiple tasks independently.
• Bacheloru2019s degree in Computer Science, CIS, or related fieldu2014or 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.