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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # SmartReach/LiveVox Systems Engineer - **Company:** Optomi LLC - **Location:** Pikesville, MD, United States - **Contract:** Temporary to permanent - **Skills:** Application Programming Interfaces (APIs), Systems Engineering, Configuration Management, System Configuration, Data Infrastructure, Software Deployment, SQL Databases, Data Streaming, Systems Integration, User Provisioning Software, Scripting, Enterprise Software Applications, Snowflake, Data Management - **Published:** October 2, 2026 - **Apply:** https://www.disabledperson.com/jobs/75666184-smartreach-livevox-systems-engineer ## About the Role * NICE SmartReach / LiveVox * Outbound Campaign Management * Dialer Configuration & Troubleshooting, * Extensive hands-on experience with NICE SmartReach / LiveVox in a large production contact center environment. * Strong knowledge of LiveVox/SmartReach platform configuration and administration. * Experience independently building, configuring, launching, managing, and troubleshooting outbound campaigns. * Strong understanding of outbound dialing strategies, campaign configuration, contact lists, segmentation, agent assignments, schedules, dispositions, and dialing workflows. * Ability to translate business and operational problems 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. * 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 campaigns. * Strong analytical and root-cause analysis skills with the ability to independently drive issues through resolution. Preferred Qualifications * NICE CXone ACD/CCaaS administration experience. * Experience integrating SmartReach/LiveVox with NICE CXone. * CRM/customer servicing integrations and click-to-dial experience. * SSO, user provisioning, and enterprise identity integration experience. * Snowflake, SQL, or similar data platform experience for campaign analysis and troubleshooting. * Scripting or automation experience supporting campaign administration and operational processes. * Experience in financial services, collections, servicing, or other regulated outbound contact center environments. ## Description Optomi, in partnership with an industry leading financial client, are seeking an experienced NICE SmartReach / LiveVox Platform Engineer to join the Contact Center and Telephony team. This is a hands-on engineering role supporting enterprise outbound contact center operations. The engineer will be responsible for configuring, operating, troubleshooting, and supporting SmartReach/LiveVox in a production environment. The role will help stabilize the SmartReach implementation while providing ongoing engineering support for outbound campaigns and dialing operations. The ideal person can take a business or operational requirement, determine the appropriate platform configuration, implement the solution, troubleshoot issues, and validate the results without relying solely on vendor support. Key Responsibilities * Serve as a hands-on NICE SmartReach / LiveVox SME responsible for platform configuration, troubleshooting, and production support. * Configure, launch, maintain, and troubleshoot outbound campaigns. * Translate business and operational requirements into SmartReach configuration and dialing strategies. * Configure campaign settings, dialing strategies, contact lists, segmentation, agent assignments, dispositions, call flows, schedules, and related platform functionality. * Manage and troubleshoot outbound dialing strategies to improve contact efficiency and agent productivity. * Analyze campaign performance and identify configuration changes needed to resolve issues or improve results. * Troubleshoot issues involving records not dialing, contact attempts, agent assignments, dialing behavior, call results, dispositions, routing, and campaign performance. * Investigate SmartReach issues and identify root causes and appropriate configuration or process changes. * Work directly with business and operations teams to understand issues and determine the appropriate platform solution. * Support the creation, ingestion, validation, and processing of outbound campaign/contact files. * Configure and support DNC, exclusions, contact attempts, dialing windows, time zones, consent, and other outbound compliance controls. * Support campaign strategies that meet TCPA and organizational compliance requirements. * Configure and troubleshoot agent access, campaign assignments, dialing workflows, and dispositions. * Support SmartReach integrations with NICE CXone, CRM/customer servicing applications, APIs, identity/SSO, data platforms, and other enterprise systems. * Troubleshoot API, data feed, file, and integration issues affecting campaign operations. * Partner with application and data teams to ensure customer records, exclusions, campaign attributes, and other required data are properly delivered to SmartReach. * Develop repeatable processes for campaign creation, configuration, testing, production deployment, and validation. * Support UAT, production releases, change management, and post-deployment validation. * Monitor campaign health and proactively identify configuration or operational issues. * Perform root-cause analysis for production incidents and implement permanent configuration or process improvements. * Work with NICE/SmartReach engineering and support teams when vendor escalation is required. * Maintain configuration standards, campaign documentation, troubleshooting guides, operational procedures, and runbooks. * Provide technical guidance and knowledge transfer to engineers and operational support teams.