Alight
human capital and business solutions
ContactCenterTelephonyEngineer–NICECXone
“Contact Center Telephony Engineer – NICE CXone at Alight. Skills: Contact Center Telephony, NICE CXone, Omni-Channel Contact Center, Telephony Systems, Routing Strategies, IVR Development, CTI Integrations, Web Services, API Integrations. Provide day-to-day operational support for Omni-Channel Contact Center systems. Troubleshoot, document, and resolve telephony and contact center issues”
What You'll Achieve.
operational stability; service continuity; enhance efficiency; reliability; customer experience
Industry & Context.
Troubleshoot, document, and resolve telephony and contact center issues across a complex multi-vendor environment
What They're Looking For.
Must Have
3 + years supporting Contact Center/Call Center environments, 2 + years managing NICE CXone or other NICE contact center experience, Solid understanding of call flow design, IVR development, and routing strategies, Proficient with Web Services, including SOAP, XML, APIs, HTTP, and Regular Expressions, knowledge of SaaS platforms, knowledge of Networking & internet technologies, knowledge of CRM, WFM, PBX, ACD, CTI, VoIP, Demonstrated ability to meet SLAs and manage support processes in a high-availability environment, Bachelor’s degree in Computer Science, CIS, or related field—or equivalent experience
Nice to Have
new solution deployments a plus, NICE Monitoring and IEX WFM (preferred)
What You'll Do.
Provide day-to-day operational support for Omni-Channel Contact Center systems
and resolve telephony and contact center issues
Ensure service continuity
monitor system health
Design and implement Omni-Media routing strategies
Develop and manage integrations between Contact Center platforms and enterprise systems
Participate in major telephony transformation initiatives
including migration to NICE CXone
and maintain dashboards and reports for key performance indicators
Support ad-hoc reporting & analysis requests
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 working relationships with NICE CXone support teams and internal technology groups
Maintain accurate documentation of the “as-built” telephony architecture and configurations
Continuously evaluate system performance and recommend improvements
How You'll Work.
Team & Collaboration
Work closely with business teams to gather requirements; Maintain working relationships with NICE CXone support teams and internal technology groups; ability to collaborate across business and technical teams
Communication Scope
Excellent communication skills
Process & Methodology
Manage telephony pipeline requests, ensuring timely delivery within project and operational timelines
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