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 robust worki
📌 Contact Center Telephony Engineer (Noida)
🏢 Alight
📍 Noida