We have partnered with our client in their search for a SmartReach / LiveVox Platform Engineer for a contract role with our client in Baltimore, MD.
Responsibilities
- Serve as a hands-on NICE SmartReach / LiveVox subject matter expert responsible for platform configuration, troubleshooting, and production support.
- Configure, launch, maintain, and troubleshoot outbound campaigns within SmartReach/LiveVox.
- Translate business and operational requirements into appropriate SmartReach configuration and dialing strategies.
- Configure and optimize campaign settings, dialing strategies, contact lists, agent assignments, segmentation, dispositions, call flows, schedules, and other outbound platform capabilities.
- Manage and troubleshoot different outbound dialing strategies and campaign configurations to improve contact efficiency and agent productivity.
- Analyze campaign performance and identify configuration changes required to address operational issues or improve campaign results.
- Investigate problems involving campaign execution, records not dialing, contact attempts, agent assignment, dialing behavior, call results, dispositions, routing, and campaign performance.
- Troubleshoot SmartReach configuration and determine the root cause of issues rather than relying solely on vendor support.
- Work directly with business and operations teams to understand problems and determine whether they can be solved through campaign, dialing, workflow, or platform configuration changes.
- Support creation, ingestion, validation, and processing of outbound campaign/contact files and troubleshoot issues affecting records entering or progressing through campaigns.
- Configure and support DNC, exclusions, contact attempts, dialing windows, time-zone considerations, consent and other outbound compliance controls.
- Support campaign strategies and configuration to meet applicable TCPA and organizational compliance requirements.
- Configure and troubleshoot agent access, campaign assignments, dialing workflows, dispositions, and agent-related SmartReach functionality.
- Support SmartReach integrations with NICE CXone, CRM/customer servicing applications, APIs, identity/SSO, data platforms, and other enterprise systems.
- Troubleshoot API and integration issues affecting campaign creation, customer/contact data, dialing eligibility, dispositions, and downstream processing.
- Partner with internal application and data teams to ensure appropriate customer records, exclusions, campaign attributes, and other required data are successfully delivered to SmartReach.
- Support UAT, production releases, change management, and post-deployment validation for SmartReach changes.
Skills Required
- 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.
- Demonstrated ability to take an operational/business problem 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.
Education & Work Experience
- Bachelors' Degree
- 6+ years of experience
Title SmartReach / LiveVox Platform Engineer
Location Baltimore, ND
Client Industry Financial Services
Compensation $60-75/hr
About Korn Ferry
Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit Korn Ferry at www.Kornferry.com
