Voice Platform Engineer

Job Description

• Serve as the SmartReach/LiveVox Subject Matter Expert for configuration, administration, and production support
• Configure, launch, optimize, and troubleshoot outbound campaigns
• Analyze campaign performance and implement configuration improvements
• Investigate dialing issues, campaign execution failures, and routing problems
• Configure dialing strategies, agent assignments, call flows, dispositions, and campaign settings
• Support outbound compliance controls and TCPA requirements
• Troubleshoot API integrations, file ingestion, and data processing issues
• Partner with operations, business teams, and technical stakeholders to deliver solutions
• Support UAT testing, change management, production releases, and deployments
• Monitor campaign health and resolve production incidents
• Conduct root-cause analyses and implement long-term fixes
• Create documentation, runbooks, troubleshooting guides, and operational standards Provide technical guidance and knowledge transfer to support teams

Skills and Requirements

• 5-7 years of extensive hands-on experience with NICE SmartReach / LiveVox in a large enterprise contact center environment
• Deep expertise in SmartReach/LiveVox platform administration and configuration
• Python or Java scripting experience with a development background
• Strong experience building, launching, managing, and troubleshooting outbound campaigns
• Expertise with outbound campaign management, dialing strategies, and workflow configuration
• Experience configuring contact lists, segmentation, agent assignments, schedules, and dispositions
• Experience troubleshooting dialing issues, campaign eligibility, agent issues, and dialing behavior
• Experience supporting production outbound campaign operations Experience troubleshooting APIs, integrations, data feeds, and file processing

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.