Contact Center Telephony Engineer – NICE CXone

Alight Solutions

Contact Center Telephony Engineer supporting and enhancing NICE CXone solutions for Alight’s Retiree Health Solutions business. Key responsibilities include operational support, solution design, and performance reporting.

Posted 5/16/2026full-timeNoida • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SOAPVoIP

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

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Applicant Tracking System Keywords

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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