Voice Platform Engineer

The engineer will translate operational requirements into effective SmartReach configurations, investigate complex campaign and dialing issues, and improve the reliability and supportability of the outbound platform. A large financial-services organization is seeking an experienced Voice Platform Engineer specializing in NICE SmartReach / LiveVox to support its enterprise contact-center environment.

A large financial-services organization is seeking an experienced Voice Platform Engineer specializing in NICE SmartReach / LiveVox to support its enterprise contact-center environment.

This is a hands-on engineering position focused on outbound campaign configuration, dialer operations, production troubleshooting, and platform optimization.

The engineer will translate operational requirements into effective SmartReach configurations, investigate complex campaign and dialing issues, and improve the reliability and supportability of the outbound platform.

RESPONSIBILITIES

• Configure, launch, maintain, and troubleshoot outbound SmartReach/LiveVox campaigns.
• Design and optimize dialing strategies, contact lists, segmentation, agent assignments, schedules, dispositions, and campaign workflows.
• Diagnose production issues involving campaign execution, dialing eligibility, contact attempts, routing, agent behavior, and campaign performance.
• Configure outbound compliance controls including DNC rules, exclusions, consent, dialing windows, time-zone restrictions, and contact attempts.
• Troubleshoot APIs, campaign files, data feeds, and integrations supporting outbound operations.
• Support testing, releases, production validation, incident response, and root-cause analysis.
• Develop repeatable configuration standards, operating procedures, runbooks, and troubleshooting documentation.
• Partner with business, operations, application, data, and vendor teams to resolve platform issues.

Role Requirements

• Deep hands-on NICE SmartReach / LiveVox experience.
• Experience supporting a large production contact-center environment.
• Proven experience independently building and managing outbound campaigns.
• Strong understanding of outbound dialing strategies and dialer configuration.
• Experience troubleshooting complex campaign-execution and dialing problems.
• Understanding of outbound compliance controls including DNC, consent, dialing windows, and TCPA considerations.
• Experience troubleshooting APIs, files, data feeds, or platform integrations.
• Strong root-cause-analysis and production-support skills.
• Ability to translate operational requirements into platform configuration.
• Ability to work independently on time-sensitive production issues.

PREFERRED EXPERIENCE

• NICE CXone ACD/CCaaS administration.
• SmartReach/LiveVox and NICE CXone integration experience.
• CRM, SSO, identity, or customer-servicing integrations.
• SQL, Snowflake, scripting, or automation experience.
• Financial-services, collections, servicing, or another regulated outbound environment.