Lead Platform Engineer (Voice Comm) (IC3) - Irving, TX
- Location
- Irving, Texas, United States
- Salary
- USD 70 - 75 / hour
- Company
- akash pawar
Job description
• Role & Company / Project Overview: We are seeking an experienced Lead Platform Engineer (Voice Comm) (IC3) specializing in NICE SmartReach / LiveVox to join our client's Contact Center and Telephony team. This role requires deep hands-on expertise with SmartReach (formerly LiveVox) and enterprise outbound contact center operations. • Key Responsibilities & Daily Duties: - Serve as a hands-on NICE SmartReach / LiveVox SME, overseeing platform configuration, outbound campaign management, troubleshooting, and production support. - Translate business requirements into optimized campaign configurations, dialing strategies, workflows, contact segmentation, agent assignments, schedules, and dispositions. - Analyze campaign performance and troubleshoot dialing, eligibility, routing, contact attempts, agent access, and campaign execution issues. - Perform root-cause analysis and implement configuration and process improvements to enhance campaign efficiency, agent productivity, and operational results. - Support outbound contact file ingestion, validation, data feeds, APIs, and integrations with NICE CXone, CRM, SSO, and enterprise systems. - Configure and maintain outbound compliance controls, including DNC, exclusions, consent, dialing windows, time zones, and TCPA requirements. - Lead campaign testing, UAT, production deployments, change management, monitoring, and post-release validation. - Collaborate with business, operations, application, data, and vendor teams to resolve complex production issues and deliver effective solutions. - Develop configuration standards, documentation, troubleshooting guides, runbooks, and knowledge-transfer materials for engineering and support teams. • Required Qualifications, Skills & Experience: - 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. - Ability to assess operational/business problems 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. - Must be authorized to work in the US. • Working Hours, Shifts & Location Details: - Location: Irving, TX (Must reside within 50 miles / commutable distance of the corporate office). - Modality: Hybrid (3 days per week onsite). • Compensation & Benefits: - Pay Rate: $70.00 to $75.00 per hour. • Application Instructions: - Submit your resume and availability via email.