LiveVox Developer

Job Title: LiveVox Developer

Location: Plano TX (onsite)

Responsibilities:

We are seeking an experienced LiveVox Developer to design, develop, and support contact center solutions using the LiveVox platform. The ideal candidate will have hands-on experience configuring dialer campaigns, IVR workflows, APIs, reporting, and integrations within inbound/outbound contact center environments.

Key Responsibilities

• LiveVox Platform Development & Configuration
• Configure and manage inbound and outbound campaigns.
• Build and maintain IVR workflows using LiveVox scripting tools.
• Set up skill-based routing and call flows.
• Configure agent desktops and call handling logic.
• Implement dialer strategies (Preview, Progressive, Predictive, Manual).
• Integration & API Development
• Integrate LiveVox with CRM systems (Salesforce, custom CRM, etc.).
• Work with SFTP processes for data imports/exports.
• Configure web services for real-time customer data lookups.
• Reporting & Analytics
• Create and customize reports using LiveVox reporting tools.
• Support KPI dashboards (AHT, RPC, abandonment rate, contact rate).
• Analyze call data for performance optimization.
• Compliance & Regulatory Support
• Implement call monitoring and quality assurance configurations.
• Testing & Deployment
• Perform unit testing and support UAT.
• Troubleshoot call routing and campaign performance issues.
• Provide production support and incident resolution.

Required Qualifications

• 10+ years of experience in contact center technologies.
• 3+ years hands-on experience with LiveVox platform.
• Strong knowledge of:
  • Dialer configurations
  • IVR scripting
  • API integrations
  • SQL for reporting
• Experience in outbound collections or customer service environments.
• Understanding of telecom concepts (SIP, VoIP, call flows).

Preferred Qualifications

• Experience in Banking, Financial Services, or Healthcare contact centers.
• Knowledge of CRM integrations (Salesforce preferred).
• Familiarity with workforce management tools.
• Agile/Scrum project experience.

Technical Skills

• LiveVox Admin & Configuration
• REST APIs / Web Services
• SQL
• SFTP / Batch processing
• Call flow design
• Telecom basics (SIP, DID, ANI, DNIS)

Soft Skills

• Strong troubleshooting ability
• Stakeholder communication skills
• Ability to work in production support environments
• Documentation and requirement gathering experience