Dialer Technology Engineer

Role & responsibilities

Dialer Management:

Configure and manage dialer platforms (ConVox, Vicidial, Ameyo, Genesys)

Handle dialing modes: Predictive, Progressive, Preview, Manual

Monitor performance metrics such as connect rate, drop rate, ASR, ACD

Campaign Setup & Optimization:

Create and manage campaigns

Manage lead data and CRM integrations (Salesforce)

Implement retry logic and scheduling rules

Telephony & VoIP:

Configure SIP trunks, DID numbers, and routing

Troubleshoot latency, jitter, and packet loss

Work with Asterisk/PJSIP configurations

System Integration:

Integrate dialer with CRM using APIs and Webhooks

Ensure real-time synchronization

Manage IVR flows Compliance:

Implement DNC logic

Ensure TRAI/GDPR compliance

Manage call recordings and audit logs

Monitoring & Troubleshooting:

Monitor system health

Perform root cause analysis (RCA)

Resolve dialer and call flow issues Reporting:

Generate reports on KPIs

Analyze agent productivity and campaign performance