SmartReach Administrator

Job Description

Job Description

Position Title: SmartReach Administrator
Location: Considering candidates who live within 50 miles (commutable distance) of our client's Corporate offices in Irving, TX, Baltimore, MD, Fort Worth, TX, and Evansville, IN
Duration: 6 months with possible conversion to FTE
Employment Type: Contract role on W-2 through Above and Beyond Talent Acquisition, Inc. (A&B Talent)
Work Arrangement: Hybrid (3x per week)
Pay Rate: $70.00 to $75.00

Client Info / Who they are:
Above and Beyond Talent Acquisition represents the country’s largest lending-exclusive financial company, serving millions with safe, affordable installment loans through 1,500 branches in 44 states. For over 100 years, their dedicated team has helped customers improve their financial lives with responsible, transparent solutions for debt, medical bills, home improvements, and auto purchases.

Who we are looking for / 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.

Perks of working with US / What we offer:
Health, dental, and vision benefits offerings
401K plan
The salary, other compensation, and benefits information are accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.