Implementation Engineer

**Implementation Engineer**

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With more than 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

You´ll be working on clients’ requests to manage initial access, map and transfer data to coordinate client hands off. Troubleshoots functionality of configured systems; identifies and documents technical issues to be escalated to product and system integration teams for resolution. Provides feedback based on client experiences to product and professional services teams for product and process improvements. May work as a support directly with client services and provide support remotely. Additionally, you will be assigned as a lead resource on various projects regarding configuration and implementation process improvements. This includes, but is not limited to, documentation of configuration steps and process plans for executing implementations of certain products, features, or bundles/packages of those products and features.

**Responsibilities & Impact**

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions:

- Ensure that the appropriate, cross - functional resources like QA are involved at phases of implementation and support including pre-and post-implementation
- As assigned, collaborate with other LiveVox teams to improve processes and design continuously more efficient ways to configure client portals.
- Work directly with clients to configure LiveVox features in real-time, the goal being to help facilitate the most rapid time to launch the feature into production as possible.
- The resource should be willing to work in shifts for handling the clients request and changes.
- Meet all established deadlines in dynamic environment
- Strategic thinker and problem solver
- Thorough knowledge and understanding of LiveVox products/components, and services
- Follow the process that delivers continuous improvement and flawless execution
- Good communication and presentation skills, both verbal and written
- Provide transparency for project status and delivery across LiveVox and client
- Strong attention to detail with project and process management skillset and experience

**Required Education and Experience**
- University degree in Computer Science, System Engineering or related field
- Excellent written and spoken English is Essential
- Knowledge on how web portals work or using tools developed on web
- Basic knowledge of Data Base and writing SQL queries
- Knowledge of any scripting language is an added advantage like Shell, Perl, JavaScript

**Preferred Experience**
- 2 years of experience working with the LiveVox Product Line and Configuration Tools, or other contact center solution(s)
- Knowledge of Pendo, Salesforce, Jira, Confluence, and Clarizen preferred
- Cloud Based Software configuration experience preferred

**Competencies**
- Exceptional at teaching, coaching, and educating others
- Technical Capacity in cloud software, API/web service integration, and VoIP/networks
- Communication Proficiency and Assertiveness regardless of the audience
- Time Management
- Excellent Leadership skills

**Position Type/Expected Hours of Work**
From time to time, this position requires work to be completed after the standard work day and some weekend work.

**Important Facts about LiveVox as an Employer**

LiveVox is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know. We're always looking to bring smart, talented people with diverse backgrounds, interests and experiences to join our team. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.