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 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. . About Alight Solutions Alight is a leading benefits administration provider of health, wealth, leave and point solutions for many of the world’s largest organizations and over 30 million people. Through the administration of employee benefits, Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation. Our Alight Worklife® platform empowers employers to gain a deeper understanding of their workforce and engage them throughout life’s most important moments with personalized benefits management and data-driven insights, leading to increased employee wellbeing, engagement and productivity. Learn more at alight.com. Our values are the essence of who we are: Agility. Move with purpose. Learn fast. Adapt quickly. Leadership. Lead by example. Own the outcome. Serve others. Integrity. Do the right thing - even when it is difficult or unseen. Growth Mindset Stay curious. Keep learning. Never stop improving. High-Quality. Do it thoughtfully. Do it completely. Do it well. Trust. Trust is earned through consistency, authenticity, and credibility. Our Colleague
Experience
At Alight Solutions, we are reimagining how people and organizations thrive. To deliver on this purpose, we do things differently. From company leaders to our newest colleagues, we all play a role in bringing our values to life. Every colleague shapes how Alight can become better, stronger and brighter – together. With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life. We understand the powerful human connections that create success for organizations. We bring an industry leader's expertise and a true partner's commitment to our benefits and administration solutions around health, wealth, HR, finance and consumer experience. Are you interested in helping us shape the future of work and life for organizations, people and their families? If so, you've come to the right place. Help us reimagine how people and organizations thrive! Our story starts with a simple, universal truth: Every business is a people business. We are Alight Solutions. Reimagining how people and organizations thrive. @AlightSolutions