Lead Platform Engineer (LiveVox/SmartReach)

Position Overview

Optomi, in partnership with an industry leading financial client, are seeking an experienced NICE SmartReach / LiveVox Platform Engineer to join the Contact Center and Telephony team. This is a hands-on engineering role supporting enterprise outbound contact center operations.

The engineer will be responsible for configuring, operating, troubleshooting, and supporting SmartReach/LiveVox in a production environment. The role will help stabilize the SmartReach implementation while providing ongoing engineering support for outbound campaigns and dialing operations.

The ideal person can take a business or operational requirement, determine the appropriate platform configuration, implement the solution, troubleshoot issues, and validate the results without relying solely on vendor support.

Key Responsibilities

• Serve as a hands-on NICE SmartReach / LiveVox SME responsible for platform configuration, troubleshooting, and production support.
• Configure, launch, maintain, and troubleshoot outbound campaigns.
• Translate business and operational requirements into SmartReach configuration and dialing strategies.
• Configure campaign settings, dialing strategies, contact lists, segmentation, agent assignments, dispositions, call flows, schedules, and related platform functionality.
• Manage and troubleshoot outbound dialing strategies to improve contact efficiency and agent productivity.
• Analyze campaign performance and identify configuration changes needed to resolve issues or improve results.
• Troubleshoot issues involving records not dialing, contact attempts, agent assignments, dialing behavior, call results, dispositions, routing, and campaign performance.
• Investigate SmartReach issues and identify root causes and appropriate configuration or process changes.
• Work directly with business and operations teams to understand issues and determine the appropriate platform solution.
• Support the creation, ingestion, validation, and processing of outbound campaign/contact files.
• Configure and support DNC, exclusions, contact attempts, dialing windows, time zones, consent, and other outbound compliance controls.
• Support campaign strategies that meet TCPA and organizational compliance requirements.
• Configure and troubleshoot agent access, campaign assignments, dialing workflows, and dispositions.
• Support SmartReach integrations with NICE CXone, CRM/customer servicing applications, APIs, identity/SSO, data platforms, and other enterprise systems.
• Troubleshoot API, data feed, file, and integration issues affecting campaign operations.
• Partner with application and data teams to ensure customer records, exclusions, campaign attributes, and other required data are properly delivered to SmartReach.
• Develop repeatable processes for campaign creation, configuration, testing, production deployment, and validation.
• Support UAT, production releases, change management, and post-deployment validation.
• Monitor campaign health and proactively identify configuration or operational issues.
• Perform root-cause analysis for production incidents and implement permanent configuration or process improvements.
• Work with NICE/SmartReach engineering and support teams when vendor escalation is required.
• Maintain configuration standards, campaign documentation, troubleshooting guides, operational procedures, and runbooks.
• Provide technical guidance and knowledge transfer to engineers and operational support teams.

Required Qualifications

• Extensive hands-on experience with NICE SmartReach / LiveVox in a large production contact center environment.
• Strong knowledge of LiveVox/SmartReach platform configuration and administration.
• Experience independently building, configuring, launching, managing, and troubleshooting outbound campaigns.
• Strong understanding of outbound dialing strategies, campaign configuration, contact lists, segmentation, agent assignments, schedules, dispositions, and dialing workflows.
• Ability to translate business and operational problems into SmartReach/LiveVox configuration solutions.
• Experience troubleshooting complex outbound issues including records not dialing, dialing behavior, campaign eligibility, agent issues, contact attempts, dispositions, and campaign performance.
• Understanding of outbound compliance controls including DNC, exclusions, dialing windows, contact attempts, consent, and TCPA requirements.
• Experience supporting production campaign operations and resolving time-sensitive dialing issues.
• Experience troubleshooting APIs, data feeds/files, and integrations supporting outbound campaigns.
• Strong analytical and root-cause analysis skills with the ability to independently drive issues through resolution.

Preferred Qualifications

• NICE CXone ACD/CCaaS administration experience.
• Experience integrating SmartReach/LiveVox with NICE CXone.
• CRM/customer servicing integrations and click-to-dial experience.
• SSO, user provisioning, and enterprise identity integration experience.
• Snowflake, SQL, or similar data platform experience for campaign analysis and troubleshooting.
• Scripting or automation experience supporting campaign administration and operational processes.
• Experience in financial services, collections, servicing, or other regulated outbound contact center environments.