Senior Platform Engineer - Voice Telephony & SmartReach

InfoVision Inc.

Irving (TX)

Hybrid

USD 120,000 - 170,000

Full time

6 days ago

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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.