Lead Platform Engineer

Tasks

• Platform configuration, outbound campaign management, dialing strategies, production troubleshooting, integrations, and root-cause analysis.
• Outbound campaign configuration, deployment, and management
• Dialer strategy optimization and campaign performance analysis
• Contact lists, segmentation, agent assignments, dispositions, and call flows
• Troubleshooting dialing issues, campaign eligibility, routing, and agent assignments
• Outbound compliance: DNC, TCPA, consent, exclusions, and dialing windows
• API, data feed, file processing, and enterprise integration troubleshooting
• Production support, incident management, and root-cause analysis
• UAT, release management, deployment validation, and technical documentation

Requirements

• Candidates must reside within approximately 50 miles of any one of the following locations:
• Baltimore, MD
• Evansville, IN
• Charlotte, NC
• Fort Worth, TX
• Irving, TX
• Wilmington, DE
• Active LinkedIn Profile
• Extensive hands-on experience with NiCE SmartReach / LiveVox
• Preferred Qualifications
• NiCE CXone ACD/CCaaS administration
• SmartReach/LiveVox and CRM integrations
• SSO, identity management, and user provisioning
• SQL, Snowflake, and campaign data analysis
• Scripting and automation experience
• Financial services, collections, or regulated contact center experience

Schedule

• Location-based requirement

How to apply

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