Contact Center Telephony Engineer - NICE CXone

le 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 strong working relationships with NICE CXone support teams and internal technology groups.

Documentation & Continuous Improvement

• Maintain accurate documentation of the "as‑built" telephony architecture and configurations.

• Continuously evaluate system performance and recommend improvements to enhance efficiency, reliability, and customer experience.

Required Competencies & Experience

• 2+ years supporting Contact Center/Call Center environments.

• 1+ years managing NICE CXone or other NICE contact center technologies; experience with new solution deployments a strong plus.

• 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
  • NICE Monitoring and IEX WFM (preferred)

• 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.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
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