Lead Platform Engineer (Voice Comm) (IC3) / SmartReach / LiveVox Platform Engineer

Job Description

“Must be authorized to work in the United States without the need for current or future employer sponsorship.”

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Job Title: Technology Engineering - Lead Platform Engineer (Voice Comm) (IC3) / SmartReach / LiveVox Platform Engineer (IC3)

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Work Location: Baltimore, MD | Evansville, IN | Charlotte, NC | Fort Worth, TX | Irving, TX | Wilmington, DE

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Hybrid - onsite 3x a week

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Job Description:

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Top 3 Skills - NICE SmartReach / LiveVox, Outbound Campaign Management, Dialer Configuration & Troubleshooting

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There is a possibility of an extension or conversion to FTE.

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We are seeking an experienced NICE SmartReach / LiveVox Platform Engineer to join our Contact Center and Telephony team. This role requires deep hands-on experience with SmartReach (formerly LiveVox) and enterprise outbound contact center operations.

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The ideal candidate will have extensive experience configuring, operating, and troubleshooting SmartReach/LiveVox and will be capable of independently translating business and operational requirements into platform configuration. This individual will support the completion and stabilization of our SmartReach implementation and provide ongoing engineering support for outbound campaigns and dialing operations.

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This is a hands-on engineering role for someone who understands how an enterprise outbound dialer operates in production and can investigate issues, determine the appropriate configuration changes, implement solutions, and validate results.

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Mandatory Skills

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• Extensive hands-on experience with NICE SmartReach / LiveVox in a large production contact center environment.

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• Deep knowledge of LiveVox/SmartReach platform configuration and administration.

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• Strong experience independently building, configuring, launching, managing, and troubleshooting outbound campaigns.

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• Strong knowledge of outbound dialing strategies, campaign configuration, contact lists, segmentation, agent assignments, schedules, dispositions, and dialing workflows.

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• Demonstrated ability to take an operational/business problem and determine the appropriate SmartReach/LiveVox configuration solution.

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• Experience troubleshooting complex outbound issues including records not dialing, incorrect dialing behavior, campaign eligibility, agent issues, contact attempts, dispositions, and campaign performance.

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• Strong understanding of outbound compliance controls including DNC, exclusions, dialing windows, contact attempts, consent, and TCPA considerations.

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• Experience supporting production campaign operations and resolving time-sensitive outbound dialing issues.

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• Experience troubleshooting APIs, data feeds/files, and integrations supporting outbound campaign operations.

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• Strong analytical and root-cause-analysis skills with the ability to independently drive technical issues through resolution.

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Preferred Experience

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• NICE CXone ACD/CCaaS administration experience.

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• Experience integrating SmartReach/LiveVox with NICE CXone.

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• Experience with CRM/customer servicing integrations and click-to-dial workflows.

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• Experience with SSO/user provisioning and enterprise identity integrations.

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• Experience with Snowflake/SQL or similar data platforms for campaign analysis and troubleshooting.

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• Experience with scripting or automation to support campaign administration and operational processes.

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• Experience supporting large-scale financial services, collections, servicing, or other regulated outbound contact-center environments.

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