LiveVox Administrator

Your role in our mission How You’ll Make An Impact Oversee the relationship with NICE cloud-based contact center vendor (CXone/LiveVox) Manage dialer/IVR software upgrades and integrations with other systems Conduct regular maintenance/updates to ensure systems are running smoothly Vet and test the connection of CXone/LiveVox with various platforms used to service the contact center (e.g., call recording software) Support real-time monitoring and routing practices along with communication channels in the operations centers to ensure dynamic management of service levels Create call scripts that use smart routing and data from internal data sources to ensure minimal dials by customers to arrive at the correct Prosper department Manage and maintain all outbound calling systems and settings Optimize dialing lists, campaign schedules, and call routing based on business requirements Implement and manage call recording, monitoring, and reporting functionalities Collaborate with Legal & Compliance teams to ensure contact strategies comply with all applicable laws, regulations, and company policies including audit support Skills That Will Help You Thrive 3+ years experience as a Dialer Administrator or in a similar contact center role, or 2+ years with a Bachelor’s degree. Knowledge of standard call center applications and systems, including IVR, ACD, and dialer technologies Experience with NICE’s CXone or LiveVox platform strongly preferred Experience with LiveVox/NICE and non/voice technology integrations preferred (Zendesk or various Chat/Chatbot functions) Work collaboratively with internal and external organizations and business partners Multi‑tasker with strong attention to detail Strong analytical, reasoning, and reporting skills Ability to work a flexible schedule to meet business and workgroup needs Demonstrated success working in a fast‑paced, dynamic work environment Resources to help you prosper A hybrid connection: We believe in the "best of both worlds" - a hybrid environment (2 days/week in our PHX office) that balances high‑touch collaboration with the flexibility of remote work. Invested in your future: A competitive salary and a 401(k) with a 5% company match to help you build long‑term financial security. Holistic well‑being: We provide the resources you need to thrive, from flexible time off and paid parental leave to an annual wellness allowance and comprehensive health coverage. Professional & personal growth: Take advantage of a suite of premium perks, including Udemy access, childcare assistance, pet insurance, and a bevy of additional savings through Beneplace. $54,000 - $62,000 a year Applicants have rights under Federal Employment Laws. Family & Medical Leave Act (FMLA) Equal Employment Opportunity (EEO) Employee Polygraph Protection Act (EPPA) California applicants: please click here to view our California Consumer Privacy Act (“CCPA”) Notice for Applicants, which describes your rights under the CCPA. Prosper is committed to an inclusive and diverse workplace. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law, including the San Francisco Fair Chance Ordinance. Prosper will consider for employment qualified applicants who are non-US citizens and will provide green card sponsorship. #J-18808-Ljbffr Prosper Marketplace