AI-enhanced for better readability
Lead Platform Engineer (Voice Comm) (IC3)
Source: reddit-r-forhire
About the Role
We are seeking an experienced NICE SmartReach / LiveVox Platform Engineer to join our client's Contact Center and Telephony team. This role requires deep hands-on experience with SmartReach (formerly LiveVox) and enterprise outbound contact center operations.
Requirements
- Extensive hands-on experience with NICE SmartReach / LiveVox in a large production contact center environment.
- Deep knowledge of LiveVox / SmartReach platform configuration and administration.
- Strong experience independently building, configuring, launching, managing, and troubleshooting outbound campaigns.
- Strong knowledge of outbound dialing strategies, campaign configuration, contact lists, segmentation, agent assignments, schedules, dispositions, and dialing workflows.
- Ability to assess operational/business problems and determine the appropriate SmartReach / LiveVox configuration solution.
- Experience troubleshooting complex outbound issues, including records not dialing, incorrect dialing behavior, campaign eligibility, agent issues, contact attempts, dispositions, and campaign performance.
- Strong understanding of outbound compliance controls, including DNC, exclusions, dialing windows, contact attempts, consent, and TCPA considerations.
- Experience supporting production campaign operations and resolving time-sensitive outbound dialing issues.
- Experience troubleshooting APIs, data feeds/files, and integrations supporting outbound campaign operations.
- Strong analytical and root-cause analysis skills, with the ability to independently drive technical issues through resolution.
Performance Objectives / What You'll Be Doing
- Serve as a hands-on NICE SmartReach / LiveVox SME, overseeing platform configuration, outbound campaign management, troubleshooting, and production support.
- Translate business requirements into optimized campaign configurations, dialing strategies, workflows, contact segmentation, agent assignments, schedules, and dispositions.
- Analyze campaign performance and troubleshoot dialing, eligibility, routing, contact attempts, agent access, and campaign execution issues.
- Perform root-cause analysis and implement configuration and process improvements to enhance campaign efficiency, agent productivity, and operational results.
- Support outbound contact file ingestion, validation, data feeds, APIs, and integrations with NICE CXone, CRM, SSO, and enterprise systems.
- Configure and maintain outbound compliance controls, including DNC, exclusions, consent, dialing windows, time zones, and TCPA requirements.
- Lead campaign testing, UAT, production deployments, change management, monitoring, and post-release validation.
- Collaborate with business, operations, application, data, and vendor teams to resolve complex production issues and deliver effective solutions.
- Develop configuration standards, documentation, troubleshooting guides, runbooks, and knowledge-transfer materials for engineering and support teams.
Logistics
- Location: Candidates must live within 50 miles (commutable distance) of corporate offices in:
- Irving, TX
- Baltimore, MD
- Fort Mill, SC
- Evansville, IN
- Pay Rate: $70.00 – $75.00 per hour
- Modality: Hybrid (3x per week)
- Work Authorization: Must be authorized to work in the US
How to Apply
If interested, please email your resume and availability to apply@aandbtalent.com.