Lead Platform Engineer (Voice Comm)

InfoVision Inc.; Irving (TX); Hybrid; USD 120,000 - 170,000; Full time

Job summary

InfoVision Inc. is seeking an experienced Technology Engineering - Lead Platform Engineer (Voice Comm) to join our Contact Center and Telephony team.

This hybrid role offers onsite 3x a week at Fort Worth, Irving, TX, with possible extension to FTE. You will be the hands-on expert for NICE SmartReach / LiveVox, configuring, launching, and troubleshooting outbound campaigns and dialing operations in a large production environment.

Qualifications

• 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.

Responsibilities

• Serve as a hands-on NICE SmartReach / LiveVox SME for platform configuration, troubleshooting, and production support.
• Configure, launch, maintain, and troubleshoot outbound campaigns within SmartReach/LiveVox.
• Translate business requirements into SmartReach configuration and dialing strategies.
• Configure and optimize campaign settings, dialing strategies, lists, agent assignments, schedules, and dispositions.
• Manage outbound dialing strategies and campaign configurations to improve contact efficiency.
• Analyze campaign performance and identify configuration changes to improve results.
• Investigate problems with campaign execution and dialing behavior to resolve root causes.
• Work with business teams to determine if problems can be solved via configuration changes.
• Support ingestion and processing of outbound campaign files and troubleshoot progression through campaigns.
• Configure and support DNC, exclusions, dialing windows, time-zone, consent, and compliance controls.
• Support campaign strategies to meet TCPA and organizational requirements.
• Configure and troubleshoot agent access, campaign assignments, and dialing workflows.
• Support integrations with NICE CXone, CRM, APIs, identity/SSO, and data platforms.
• Troubleshoot APIs and data feeds for outbound campaigns.
• Partner with data teams to ensure proper data delivery to SmartReach.
• Develop repeatable processes for campaign lifecycle and validation.
• Support UAT, releases, change management, and post-deployment validation.
• Monitor campaign health and identify configuration or operational issues.
• Perform root-cause analysis for incidents and implement permanent improvements.
• Collaborate with NICE/SmartReach engineering when vendor escalation is needed.
• Maintain SmartReach configuration standards, runbooks, and documentation.
• Provide knowledge transfer to other engineers and ops teams.

Skills

SmartReach

LiveVox

Campaign configuration

Dialing strategies

TCPA compliance

DNC compliance

Troubleshooting

Production support

API integration

Scripting/Automation

Tools

Snowflake

SQL

NICE CXone

CRM systems

SSO

APIs

Job description

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

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

Hybrid - onsite 3x a week

Job Description:

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

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.

In the Role you will:

• 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.

Mandatory Skills

• 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.

Preferred 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