Alight
human capital and business solutions
ContactCenterTelephonyEngineer–NICECXone
Neural analysis suggests this role is
optimal for Mid candidates.
“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
Full Job Description
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
Applying for this Contact Center Telephony Engineer – NICE CXone role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Workday
- Workday has a multi-step form — save your progress after every section.
- "Apply With LinkedIn" can fail or lose data; manual entry is more reliable.
- Watch for the "Submit for Review" final step — hitting "Save" alone does not submit.
- Job requisition numbers are useful when following up with HR by email.
ANONYMOUS · UNFILTERED
What do employees actually say about Alight?
Real rants from real employees. Read before you apply.