Position Overview:
Optomi, in partnership with an industry leading financial client, are seeking an experienced NICE SmartReach / LiveVox Platform Engineer to join the Contact Center and Telephony team. This is a hands-on engineering role supporting enterprise outbound contact center operations. The engineer will be responsible for configuring, operating, troubleshooting, and supporting SmartReach/LiveVox in a production environment. The role will help stabilize the SmartReach implementation while providing ongoing engineering support for outbound campaigns and dialing operations. The ideal person can take a business or operational requirement, determine the appropriate platform configuration, implement the solution, troubleshoot issues, and validate the results without relying solely on vendor support.
Key Responsibilities:
Serve as a hands-on NICE SmartReach / LiveVox SME responsible for platform configuration, troubleshooting, and production support.
Configure, launch, maintain, and troubleshoot outbound campaigns.
Translate business and operational requirements into SmartReach configuration and dialing strategies.
Configure campaign settings, dialing strategies, contact lists, segmentation, agent assignments, dispositions, call flows, schedules, and related platform functionality.
Manage and troubleshoot outbound dialing strategies to improve contact efficiency and agent productivity.
Analyze campaign performance and identify configuration changes needed to resolve issues or improve results.
Troubleshoot issues involving records not dialing, contact attempts, agent assignments, dialing behavior, call results, dispositions, routing, and campaign performance.
Investigate SmartReach issues and identify root causes and appropriate configuration or process changes.
Work directly with business and operations teams to understand issues and determine the appropriate platform solution.
Support the creation, ingestion, validation, and processing of outbound campaign/contact files.
Configure and support DNC, exclusions, contact attempts, dialing windows, time zones, consent, and other outbound compliance controls.
Support campaign strategies that meet TCPA and organizational compliance requirements.
Configure and troubleshoot agent access, campaign assignments, dialing workflows, and dispositions.
Support SmartReach integrations with NICE CXone, CRM/customer servicing applications, APIs, identity/SSO, data platforms, and other enterprise systems.
Troubleshoot API, data feed, file, and integration issues affecting campaign operations.
Partner with application and data teams to ensure customer records, exclusions, campaign attributes, and other required data are properly 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.
Monitor campaign health and proactively identify configuration or operational issues.
Perform root-cause analysis for production incidents and implement permanent configuration or process improvements.
Work with NICE/SmartReach engineering and support teams when vendor escalation is required.
Maintain configuration standards, campaign documentation, troubleshooting guides, operational procedures, and runbooks.
Provide technical guidance and knowledge transfer to engineers and operational support teams.
Required Qualifications:
Extensive hands-on experience with NICE SmartReach / LiveVox in a large production contact center environment.
Strong knowledge of LiveVox/SmartReach platform configuration and administration.
Experience independently building, configuring, launching, managing, and troubleshooting outbound campaigns.
Strong understanding of outbound dialing strategies, campaign configuration, contact lists, segmentation, agent assignments, schedules, dispositions, and dialing workflows.
Ability to translate business and operational problems into SmartReach/LiveVox configuration solutions.
Experience troubleshooting complex outbound issues including records not dialing, dialing behavior, campaign eligibility, agent issues, contact attempts, dispositions, and campaign performance.
Understanding of outbound compliance controls including DNC, exclusions, dialing windows, contact attempts, consent, and TCPA requirements.
Experience supporting production campaign operations and resolving time-sensitive dialing issues.
Experience troubleshooting APIs, data feeds/files, and integrations supporting outbound campaigns.
Strong analytical and root-cause analysis skills with the ability to independently drive issues through resolution.
Preferred Qualifications:
NICE CXone ACD/CCaaS administration experience.
Experience integrating SmartReach/LiveVox with NICE CXone.
CRM/customer servicing integrations and click-to-dial experience.
SSO, user provisioning, and enterprise identity integration experience.
Snowflake, SQL, or similar data platform experience for campaign analysis and troubleshooting.
Scripting or automation experience supporting campaign administration and operational processes.
Experience in financial services, collections, servicing, or other regulated outbound contact center environments.
