Design, configure, and support LiveVox contact center solutions including dialer campaigns, IVR workflows, routing, agent desktops, integrations (APIs/CRM/SFTP), reporting, compliance, testing, and production support to optimize call performance and KPIs.
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
- 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
Compensation, Benefits and Duration
Minimum Compensation: USD 44,000
Maximum Compensation: USD 156,000
Compensation is based on actual experience and qualifications of the candidate. The above is a reasonable and a good faith estimate for the role.
Medical, vision, and dental benefits, 401k retirement plan, variable pay/incentives, paid time off, and paid holidays are available for full time employees.
This position is available for independent contractors
No applications will be considered if received more than 120 days after the date of this post
Photon New York, New York, USA Office
New York, United States
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