What are the responsibilities and job description for the Contact Center Engineer (Nice / LiveVox) position at Vaco by Highspring?
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
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
- 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
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual's skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.