Lead Platform Engineer (Voice Comm, NiCE)
for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). The instructions: "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So we can map: Role Summary -> About the role (or maybe "About the role"). Key Responsibilities -> Responsibilities. Required Qualifications -> Requirements (or Qualifications). Preferred Qualifications could be Skills? Or maybe "Qualifications" includes both required and preferred? But we have separate sections: Required Qualifications and Preferred Qualifications. Could treat Required Qualifications as Requirements, Preferred Qualifications as Skills. Or we could have two sections: Requirements and Skills. The instruction says we can use those headings; we should include a section only when posting has real specific content. So we can have:
About the role
with the Role Summary paragraph.
Responsibilities
with a - list of responsibilities.
Requirements
with Required Qualifications list.
Skills
with Preferred Qualifications list.
Location Requirement: maybe we can include as a short under About the role or separate? The instruction says do NOT put Job ID/requisition numbers as headings — fold minor metadata into a short
or drop it. Location requirement is minor metadata; we could include as a
after About the role or as its own paragraph. Probably include as a
after About the role.
We must preserve all substantive information, not invent or summarize away detail. So we need to include all bullet points from responsibilities, required qualifications, preferred qualifications.
We need to format as
- for any list of duties/requirements/benefits. So each bullet becomes
- . Ensure we keep the content exactly as in posting (maybe slight rewording not allowed). We'll copy the bullet points.
Let's extract Role Summary paragraph:
"Role Summary The Lead Platform Engineer will serve as a hands-on NICE SmartReach / LiveVox subject matter expert supporting enterprise contact center and telephony operations. This role will focus on platform configuration, outbound campaign management, dialer strategy, troubleshooting, integrations, and production support. The ideal candidate has deep experience with SmartReach/LiveVox and understands how enterprise outbound dialing platforms operate in production. This individual will translate business and operational requirements into platform configurations, troubleshoot complex dialing issues, identify root causes, implement solutions, and validate results."
We need to output as
maybe multiple sentences. We'll keep as one paragraph.
Now Responsibilities bullet points: The posting lists many responsibilities in paragraph form after "Key Responsibilities". It seems like a series of sentences each starting with a verb. We need to turn each into a list item. Let's parse:
- Serve as a hands-on NICE SmartReach / LiveVox SME responsible for platform configuration, administration, troubleshooting, and production support.
- Configure, launch, maintain, and troubleshoot outbound campaigns.
- Translate business and operational requirements into SmartReach/LiveVox configurations and dialing strategies.
- Configure campaign settings, dialing strategies, contact lists, segmentation, agent assignments, dispositions, call flows, schedules, and related platform capabilities.
- Manage and optimize outbound dialing strategies to improve contact efficiency and agent productivity.
- Analyze campaign performance and identify configuration changes to resolve issues and improve results.
- Troubleshoot campaign execution, records not dialing, contact attempts, agent assignments, dialing behavior, call results, dispositions, routing, and performance issues.
- Perform root-cause analysis and independently determine appropriate platform or configuration solutions.
- Partner with business and operations teams to identify whether issues can be resolved through campaign, dialing, workflow, or platform configuration changes.
- Support the creation, ingestion, validation, and processing of outbound campaign and contact files.
- Configure and support DNC, exclusions, contact attempts, dialing windows, time-zone rules, consent, and other outbound compliance controls.
- Support campaign configurations that meet TCPA and organizational compliance requirements.
- Configure and troubleshoot agent access, campaign assignments, dialing workflows, and dispositions.
- Support integrations with NICE CXone, CRM and customer servicing applications, APIs, identity/SSO, data platforms, and other enterprise systems.
- Troubleshoot API, data feed, file, and integration issues impacting campaign creation, customer data, dialing eligibility, dispositions, and downstream processing.
- Partner with application and data teams to ensure required customer records, exclusions, campaign attributes, and other data are delivered correctly to SmartReach.
- Develop repeatable processes for campaign creation, configuration, testing, deployment, and validation.
- Support UAT, production releases, change management, and post-deployment validation.
- Monitor campaign health and proactively identify configuration and operational issues.
- Perform root-cause analysis for production incidents and implement permanent configuration or process improvements.
- Partner with NICE/SmartReach support and engineering teams when vendor escalation is required.
- Develop and maintain configuration standards, campaign documentation, troubleshooting guides, operational procedures, and runbooks.
- Provide technical guidance and knowledge transfer to engineering and operational support teams.
We'll put each as
- .
Now Required Qualifications bullet points:
- Extensive hands-on experience with NICE SmartReach / LiveVox in a large-scale production contact center environment.
- Strong knowledge of SmartReach/LiveVox platform configuration and administration.
- 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 translate business and operational requirements into SmartReach/LiveVox configuration solutions.
- Experience troubleshooting complex outbound issues including records not dialing, 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 requirements.
- Experience supporting production campaign operations and resolving time-sensitive 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.
Now Preferred Qualifications bullet points:
- NICE CXone ACD/CCaaS administration experience.
- Experience integrating SmartReach/LiveVox with NICE CXone.
- Experience with CRM and customer servicing integrations or click-to-dial workflows.
- Experience with SSO, user provisioning, and enterprise identity integrations.
- Experience with Snowflake, SQL, or similar data platforms for campaign analysis and troubleshooting.
- Experience with scripting or automation supporting campaign administration and operational processes.
- Experience supporting financial services, collections, servicing, or other regulated outbound contact center environments.
Location Requirement: "Candidate must live within approximately 50 miles of one of the following locations: Baltimore, MD Evansville, IN Charlotte, NC Fort Worth, TX Irving, TX Wilmington, DE"
We'll output as a
maybe after About the role.
Now we need to output only HTML fragment, no /, no markdown fences.
Thus:
About the role
Role Summary The Lead Platform Engineer will serve as a hands-on NICE SmartReach / LiveVox subject matter expert supporting enterprise contact center and telephony operations. This role will focus on platform configuration, outbound campaign management, dialer strategy, troubleshooting, integrations, and production support. The ideal candidate has deep experience with SmartReach/LiveVox and understands how enterprise outbound dialing platforms operate in production. This individual will translate business and operational requirements into platform configurations, troubleshoot complex dialing issues, identify root causes, implement solutions, and validate results.
Location Requirement Candidate must live within approximately 50 miles of one of the following locations: Baltimore, MD Evansville, IN Charlotte, NC Fort Worth, TX Irving, TX Wilmington, DE
Responsibilities
- Serve as a hands-on NICE SmartReach / LiveVox SME responsible for platform configuration, administration, troubleshooting, and production support.
- Configure, launch, maintain, and troubleshoot outbound campaigns.
- Translate business and operational requirements into SmartReach/LiveVox configurations and dialing strategies.
- Configure campaign settings, dialing strategies, contact lists, segmentation, agent assignments, dispositions, call flows, schedules, and related platform capabilities.
- Manage and optimize outbound dialing strategies to improve contact efficiency and agent productivity.
- Analyze campaign performance and identify configuration changes to resolve issues and improve results.
- Troubleshoot campaign execution, records not dialing, contact attempts, agent assignments, dialing behavior, call results, dispositions, routing, and performance issues.
- Perform root-cause analysis and independently determine appropriate platform or configuration solutions.
- Partner with business and operations teams to identify whether issues can be resolved through campaign, dialing, workflow, or platform configuration changes.
- Support the creation, ingestion, validation, and processing of outbound campaign and contact files.
- Configure and support DNC, exclusions, contact attempts, dialing windows, time-zone rules, consent, and other outbound compliance controls.
- Support campaign configurations that meet TCPA and organizational compliance requirements.
- Configure and troubleshoot agent access, campaign assignments, dialing workflows, and dispositions.
- Support integrations with NICE CXone, CRM and customer servicing applications, APIs, identity/SSO, data platforms, and other enterprise systems.
- Troubleshoot API, data feed, file, and integration issues impacting campaign creation, customer data, dialing eligibility, dispositions, and downstream processing.
- Partner with application and data teams to ensure required customer records, exclusions, campaign attributes, and other data are delivered correctly to SmartReach.
- Develop repeatable processes for campaign creation, configuration, testing, deployment, and validation.
- Support UAT, production releases, change management, and post-deployment validation.
- Monitor campaign health and proactively identify configuration and operational issues.
- Perform root-cause analysis for production incidents and implement permanent configuration or process improvements.
- Partner with NICE/SmartReach support and engineering teams when vendor escalation is required.
- Develop and maintain configuration standards, campaign documentation, troubleshooting guides, operational procedures, and runbooks.
- Provide technical guidance and knowledge transfer to engineering and operational support teams.
Requirements
- Extensive hands-on experience with NICE SmartReach / LiveVox in a large-scale production contact center environment.
- Strong knowledge of SmartReach/LiveVox platform configuration and administration.
- 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 translate business and operational requirements into SmartReach/LiveVox configuration solutions.
- Experience troubleshooting complex outbound issues including records not dialing, 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 requirements.
About the role
with the Role Summary paragraph.Responsibilities
with a- list of responsibilities.
Requirements
with Required Qualifications list.Skills
with Preferred Qualifications list. Location Requirement: maybe we can include as a shortunder About the role or separate? The instruction says do NOT put Job ID/requisition numbers as headings — fold minor metadata into a short
or drop it. Location requirement is minor metadata; we could include as a
after About the role or as its own paragraph. Probably include as a
after About the role. We must preserve all substantive information, not invent or summarize away detail. So we need to include all bullet points from responsibilities, required qualifications, preferred qualifications. We need to format as
- for any list of duties/requirements/benefits. So each bullet becomes
- . Ensure we keep the content exactly as in posting (maybe slight rewording not allowed). We'll copy the bullet points.
Let's extract Role Summary paragraph:
"Role Summary The Lead Platform Engineer will serve as a hands-on NICE SmartReach / LiveVox subject matter expert supporting enterprise contact center and telephony operations. This role will focus on platform configuration, outbound campaign management, dialer strategy, troubleshooting, integrations, and production support. The ideal candidate has deep experience with SmartReach/LiveVox and understands how enterprise outbound dialing platforms operate in production. This individual will translate business and operational requirements into platform configurations, troubleshoot complex dialing issues, identify root causes, implement solutions, and validate results."
We need to output as
maybe multiple sentences. We'll keep as one paragraph. Now Responsibilities bullet points: The posting lists many responsibilities in paragraph form after "Key Responsibilities". It seems like a series of sentences each starting with a verb. We need to turn each into a list item. Let's parse: - Serve as a hands-on NICE SmartReach / LiveVox SME responsible for platform configuration, administration, troubleshooting, and production support. - Configure, launch, maintain, and troubleshoot outbound campaigns. - Translate business and operational requirements into SmartReach/LiveVox configurations and dialing strategies. - Configure campaign settings, dialing strategies, contact lists, segmentation, agent assignments, dispositions, call flows, schedules, and related platform capabilities. - Manage and optimize outbound dialing strategies to improve contact efficiency and agent productivity. - Analyze campaign performance and identify configuration changes to resolve issues and improve results. - Troubleshoot campaign execution, records not dialing, contact attempts, agent assignments, dialing behavior, call results, dispositions, routing, and performance issues. - Perform root-cause analysis and independently determine appropriate platform or configuration solutions. - Partner with business and operations teams to identify whether issues can be resolved through campaign, dialing, workflow, or platform configuration changes. - Support the creation, ingestion, validation, and processing of outbound campaign and contact files. - Configure and support DNC, exclusions, contact attempts, dialing windows, time-zone rules, consent, and other outbound compliance controls. - Support campaign configurations that meet TCPA and organizational compliance requirements. - Configure and troubleshoot agent access, campaign assignments, dialing workflows, and dispositions. - Support integrations with NICE CXone, CRM and customer servicing applications, APIs, identity/SSO, data platforms, and other enterprise systems. - Troubleshoot API, data feed, file, and integration issues impacting campaign creation, customer data, dialing eligibility, dispositions, and downstream processing. - Partner with application and data teams to ensure required customer records, exclusions, campaign attributes, and other data are delivered correctly to SmartReach. - Develop repeatable processes for campaign creation, configuration, testing, deployment, and validation. - Support UAT, production releases, change management, and post-deployment validation. - Monitor campaign health and proactively identify configuration and operational issues. - Perform root-cause analysis for production incidents and implement permanent configuration or process improvements. - Partner with NICE/SmartReach support and engineering teams when vendor escalation is required. - Develop and maintain configuration standards, campaign documentation, troubleshooting guides, operational procedures, and runbooks. - Provide technical guidance and knowledge transfer to engineering and operational support teams. We'll put each as
- .
Now Required Qualifications bullet points:
- Extensive hands-on experience with NICE SmartReach / LiveVox in a large-scale production contact center environment.
- Strong knowledge of SmartReach/LiveVox platform configuration and administration.
- 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 translate business and operational requirements into SmartReach/LiveVox configuration solutions.
- Experience troubleshooting complex outbound issues including records not dialing, 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 requirements.
- Experience supporting production campaign operations and resolving time-sensitive 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.
Now Preferred Qualifications bullet points:
- NICE CXone ACD/CCaaS administration experience.
- Experience integrating SmartReach/LiveVox with NICE CXone.
- Experience with CRM and customer servicing integrations or click-to-dial workflows.
- Experience with SSO, user provisioning, and enterprise identity integrations.
- Experience with Snowflake, SQL, or similar data platforms for campaign analysis and troubleshooting.
- Experience with scripting or automation supporting campaign administration and operational processes.
- Experience supporting financial services, collections, servicing, or other regulated outbound contact center environments.
Location Requirement: "Candidate must live within approximately 50 miles of one of the following locations: Baltimore, MD Evansville, IN Charlotte, NC Fort Worth, TX Irving, TX Wilmington, DE"
We'll output as a
maybe after About the role. Now we need to output only HTML fragment, no /, no markdown fences. Thus:
About the role
Role Summary The Lead Platform Engineer will serve as a hands-on NICE SmartReach / LiveVox subject matter expert supporting enterprise contact center and telephony operations. This role will focus on platform configuration, outbound campaign management, dialer strategy, troubleshooting, integrations, and production support. The ideal candidate has deep experience with SmartReach/LiveVox and understands how enterprise outbound dialing platforms operate in production. This individual will translate business and operational requirements into platform configurations, troubleshoot complex dialing issues, identify root causes, implement solutions, and validate results.
Location Requirement Candidate must live within approximately 50 miles of one of the following locations: Baltimore, MD Evansville, IN Charlotte, NC Fort Worth, TX Irving, TX Wilmington, DE
Responsibilities
- Serve as a hands-on NICE SmartReach / LiveVox SME responsible for platform configuration, administration, troubleshooting, and production support.
- Configure, launch, maintain, and troubleshoot outbound campaigns.
- Translate business and operational requirements into SmartReach/LiveVox configurations and dialing strategies.
- Configure campaign settings, dialing strategies, contact lists, segmentation, agent assignments, dispositions, call flows, schedules, and related platform capabilities.
- Manage and optimize outbound dialing strategies to improve contact efficiency and agent productivity.
- Analyze campaign performance and identify configuration changes to resolve issues and improve results.
- Troubleshoot campaign execution, records not dialing, contact attempts, agent assignments, dialing behavior, call results, dispositions, routing, and performance issues.
- Perform root-cause analysis and independently determine appropriate platform or configuration solutions.
- Partner with business and operations teams to identify whether issues can be resolved through campaign, dialing, workflow, or platform configuration changes.
- Support the creation, ingestion, validation, and processing of outbound campaign and contact files.
- Configure and support DNC, exclusions, contact attempts, dialing windows, time-zone rules, consent, and other outbound compliance controls.
- Support campaign configurations that meet TCPA and organizational compliance requirements.
- Configure and troubleshoot agent access, campaign assignments, dialing workflows, and dispositions.
- Support integrations with NICE CXone, CRM and customer servicing applications, APIs, identity/SSO, data platforms, and other enterprise systems.
- Troubleshoot API, data feed, file, and integration issues impacting campaign creation, customer data, dialing eligibility, dispositions, and downstream processing.
- Partner with application and data teams to ensure required customer records, exclusions, campaign attributes, and other data are delivered correctly to SmartReach.
- Develop repeatable processes for campaign creation, configuration, testing, deployment, and validation.
- Support UAT, production releases, change management, and post-deployment validation.
- Monitor campaign health and proactively identify configuration and operational issues.
- Perform root-cause analysis for production incidents and implement permanent configuration or process improvements.
- Partner with NICE/SmartReach support and engineering teams when vendor escalation is required.
- Develop and maintain configuration standards, campaign documentation, troubleshooting guides, operational procedures, and runbooks.
- Provide technical guidance and knowledge transfer to engineering and operational support teams.
Requirements
- Extensive hands-on experience with NICE SmartReach / LiveVox in a large-scale production contact center environment.
- Strong knowledge of SmartReach/LiveVox platform configuration and administration.
- 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 translate business and operational requirements into SmartReach/LiveVox configuration solutions.
- Experience troubleshooting complex outbound issues including records not dialing, 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 requirements.