Voice Engineer

TEKsystems•Baltimore, MD

2d•$60 - $68•Hybrid

About The Position

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. 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. 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.

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.
Demonstrated ability to take an operational/business problem 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.
Voip
Unified communications
Telephony
Uc

Nice To Haves

NICE SmartReach / LiveVox
NICE CXone ACD/CCaaS
Outbound Campaign Management
Dialer Configuration & Troubleshooting
NICE CXone ACD/CCaaS administration experience.
Experience integrating SmartReach/LiveVox with NICE CXone.
Experience with CRM/customer servicing integrations and click-to-dial workflows.
Experience with SSO/user provisioning and enterprise identity integrations.
Experience with Snowflake/SQL or similar data platforms for campaign analysis and troubleshooting.
Experience with scripting or automation to support campaign administration and operational processes.
Experience supporting large-scale financial services, collections, servicing, or other regulated outbound contact-center environments.

Responsibilities

Serve as a hands-on NICE SmartReach / LiveVox subject matter expert responsible for platform configuration, troubleshooting, and production support.
Configure, launch, maintain, and troubleshoot outbound campaigns within SmartReach/LiveVox.
Translate business and operational requirements into appropriate SmartReach configuration and dialing strategies.
Configure and optimize campaign settings, dialing strategies, contact lists, agent assignments, segmentation, dispositions, call flows, schedules, and other outbound platform capabilities.
Manage and troubleshoot different outbound dialing strategies and campaign configurations to improve contact efficiency and agent productivity.
Analyze campaign performance and identify configuration changes required to address operational issues or improve campaign results.
Investigate problems involving campaign execution, records not dialing, contact attempts, agent assignment, dialing behavior, call results, dispositions, routing, and campaign performance.
Troubleshoot SmartReach configuration and determine the root cause of issues rather than relying solely on vendor support.
Work directly with business and operations teams to understand problems and determine whether they can be solved through campaign, dialing, workflow, or platform configuration changes.
Support creation, ingestion, validation, and processing of outbound campaign/contact files and troubleshoot issues affecting records entering or progressing through campaigns.
Configure and support DNC, exclusions, contact attempts, dialing windows, time-zone considerations, consent and other outbound compliance controls.
Support campaign strategies and configuration to meet applicable TCPA and organizational compliance requirements.
Configure and troubleshoot agent access, campaign assignments, dialing workflows, dispositions, and agent-related SmartReach functionality.
Support SmartReach integrations with NICE CXone, CRM/customer servicing applications, APIs, identity/SSO, data platforms, and other enterprise systems.
Troubleshoot API and integration issues affecting campaign creation, customer/contact data, dialing eligibility, dispositions, and downstream processing.
Partner with internal application and data teams to ensure appropriate customer records, exclusions, campaign attributes, and other required data are successfully 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 for SmartReach changes.
Monitor campaign health and proactively identify configuration or operational issues impacting outbound dialing.
Perform root-cause analysis for SmartReach production incidents and implement permanent configuration or process improvements.
Work directly with NICE/SmartReach engineering and support teams when vendor escalation is required.
Develop and maintain SmartReach configuration standards, campaign documentation, troubleshooting guides, operational procedures, and runbooks.
Provide knowledge transfer and technical guidance to other engineers and operational support teams.