Contact Center Consultant @ Plano TX 75024 _ Remote _ Only on W2

Contact Center Consultant @ Plano TX 75024 _ Remote _ Only on W2

Posted 1 week ago by BURGEON IT SERVICES LLC

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Negotiable
Undetermined
Remote
Remote
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Application Programming Interface (API) Business Requirements Cloud Computing Cloud Technology Nice (Unix Utility) Operational Efficiency Salesforce Scripting Snowflake (Data Warehouse) Stakeholder Management

Summary: The Senior Call Center / Contact Center Consultant role focuses on leveraging extensive experience with LiveVox and NICE InContact to design and support outbound campaigns. The consultant will act as a Subject Matter Expert, collaborating with both business and technical teams to optimize call flows and ensure compliance. This position is remote and requires a strong background in omnichannel scripting and API integrations. The role is long-term and emphasizes hands-on experience in campaign configuration and troubleshooting.

Key Responsibilities:

  • Design, develop, and support LiveVox outbound campaigns to meet business requirements.
  • Act as a Subject Matter Expert (SME) for LiveVox Dialer, SmartReach, and scripting.
  • Develop and maintain omnichannel call flows using LiveVox Designer and NICE InContact Studio.
  • Collaborate closely with business teams to understand campaign objectives and translate them into technical solutions.
  • Work with technical teams to implement integrations using APIs.
  • Integrate LiveVox and NICE InContact solutions with Snowflake and Salesforce Marketing Cloud.
  • Troubleshoot and resolve production issues related to campaigns, dialers, and scripts.
  • Optimize call flows for better customer experience and operational efficiency.
  • Provide support for testing, deployment, and live production environments.
  • Ensure best practices, performance, and compliance across contact center solutions.

Key Skills:

  • 10+ years of relevant experience.
  • Bachelor of Engineering (BE) or equivalent.
  • Strong hands-on experience with LiveVox outbound campaign configuration.
  • Proven ability to work with both business stakeholders and technical teams.
  • Deep expertise as an SME on LiveVox Dialer / SmartReach.
  • Excellent scripting skills in LiveVox Designer (Omnichannel scripting) and NICE InContact Studio (Omnichannel scripting).
  • Solid knowledge of Nice Personal Contact Dialer.
  • Strong understanding of API integrations.
  • Experience with Snowflake integration.
  • Hands-on exposure to Salesforce Marketing Cloud integrations.

Salary (Rate): £50 - £60 hourly

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Job Title: Senior Call Center / Contact Center Consultant (LiveVox & NICE InContact)
Location: Plano TX 75024 _ Remote
Duration: Long Term
Please share the resume at

Experience Required

  • 10+ years of relevant experience
  • Education: Bachelor of Engineering (BE) or equivalent

Must-Have Skills

  • Strong hands-on experience with LiveVox outbound campaign configuration
  • Proven ability to work with both business stakeholders and technical teams
  • Deep expertise as an SME on LiveVox Dialer / SmartReach
  • Excellent scripting skills in:
  • LiveVox Designer (Omnichannel scripting)
  • NICE InContact Studio (Omnichannel scripting)
  • Solid knowledge of Nice Personal Contact Dialer
  • Strong understanding of API integrations
  • Experience with Snowflake integration
  • Hands-on exposure to Salesforce Marketing Cloud integrations

Detailed Job Description / Responsibilities

  • Design, develop, and support LiveVox outbound campaigns to meet business requirements.
  • Act as a Subject Matter Expert (SME) for LiveVox Dialer, SmartReach, and scripting.
  • Develop and maintain omnichannel call flows using:
  • LiveVox Designer
  • NICE InContact Studio
  • Collaborate closely with business teams to understand campaign objectives and translate them into technical solutions.
  • Work with technical teams to implement integrations using APIs.
  • Integrate LiveVox and NICE InContact solutions with Snowflake and Salesforce Marketing Cloud.
  • Troubleshoot and resolve production issues related to campaigns, dialers, and scripts.
  • Optimize call flows for better customer experience and operational efficiency.
  • Provide support for testing, deployment, and live production environments.
  • Ensure best practices, performance, and compliance across contact center solutions.
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