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 setting.
- 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 perfor