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Contact Center Telephony Engineer – NICE CXone
Alight Solutions. Provide day-to‑day operational support for Omni‑Channel Contact Center systems .
Tech Stack
Tools & technologiesSOAPVoIP
About the role
Key responsibilities & impact- Provide day-to‑day operational support for Omni‑Channel Contact Center systems
- Troubleshoot, document, and resolve telephony and contact center issues
- Ensure service continuity, monitor system health, and escalate issues as needed
- Design and implement Omni‑Media routing strategies, call flows, and IVR scripts
- Develop and manage integrations between Contact Center platforms and enterprise systems
- Participate in major telephony transformation initiatives, including migration to NICE CXone
- Build, automate, and maintain dashboards and reports for key performance indicators
- Support ad-hoc reporting & analysis requests from Contact Center leadership teams
- Work closely with business teams to gather requirements and translate them into specifications
- Maintain strong 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 to enhance efficiency
Requirements
What you’ll need- 3+ years supporting Contact Center/Call Center environments
- 2+ years managing NICE CXone or other NICE contact center technologies
- 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
- Demonstrated ability to meet SLAs and manage support processes in a high-availability environment
- Excellent communication skills and ability to collaborate across business and technical teams
- Self-starter with strong time-management skills and the ability to manage multiple tasks independently
- Bachelor’s degree in Computer Science, CIS, or related field—or equivalent experience
Benefits
Comp & perks- Competitive total rewards package
- Continuing education & training
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
telephony supportcall flow designIVR developmentrouting strategiesWeb ServicesSOAPXMLAPIsHTTPRegular Expressions
Soft Skills
communication skillscollaborationtime-managementself-starterproblem-solving
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in CIS