Job Title: LiveVox Developer

Role Summary

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

1. 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).

2. Integration & API Development

• Integrate LiveVox with CRM systems (Salesforce, custom CRM, etc.).

• Develop and maintain REST/SOAP API integrations.

• Work with SFTP processes for data imports/exports.

• Configure web services for real-time customer data lookups.

3. 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.

4. Compliance & Regulatory Support

• Configure compliance rules:

  • DNC (Do Not Call)

  • Time zone management

  • TCPA compliance

  • Call recording policies

• Implement call monitoring and quality assurance configurations.

5. Testing & Deployment

• Perform unit testing and support UAT.

• Troubleshoot call routing and campaign performance issues.

• Provide production support and incident resolution.

Required Qualifications

• 3 7 years of experience in contact center technologies.

• 2+ 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