Contact Center Engineer (Nice / LiveVox)

POSITION SUMMARY/RESPONSIBILITIES

Functions as a Contact Center Engineer responsible for the design, configuration, and support of enterprise contact center platforms, including NICE (CXone/InContact) and/or LiveVox. Supports inbound and outbound call center operations by maintaining dialers, call routing, IVR workflows, and integrations with internal systems.

Works closely with operations, business teams, and IT to optimize call center performance, improve customer experience, and ensure system reliability in a high-volume collections environment.

Key Responsibilities:

• Configure and support NICE CXone and/or LiveVox platforms (dialers, IVR, routing)
• Manage inbound/outbound call flows, campaigns, and call routing strategies
• Build and maintain scripts for IVR and omnichannel workflows
• Monitor system performance and troubleshoot call center issues in real time
• Support integrations with CRM systems (Salesforce or similar), APIs, and internal platforms
• Partner with operations to improve agent productivity, call handling, and reporting
• Maintain system configurations, user access, and permissions
• Assist with reporting, workforce management tools, and quality monitoring systems
• Participate in system upgrades, enhancements, and deployments

EDUCATION/EXPERIENCE

Bachelor’s degree in Information Technology, Computer Science, or related field is Required.

• 2–5+ years of experience supporting contact center technologies (Nice, LiveVox)
• Hands-on experience with dialers, IVR systems, and call routing configuration
• Experience with scripting tools (Nice Studio, LiveVox scripting, or similar)
• Experience supporting high-volume call center environments (collections, customer service, or healthcare preferred)
• Familiarity with API integrations, CRM systems, and cloud-based platforms
• Strong troubleshooting and problem-solving skills

PREFERRED QUALIFICATIONS

• Experience with NICE CXone (InContact) or LiveVox platforms
• Exposure to workforce management, quality tools, or reporting platforms
• Knowledge of cloud environments (AWS or similar) is a plus
• Experience supporting collections or financial services call centers is highly preferred