Dialer Operations Specialist

Key Responsibilities Dialer Management – Manage the day-to-day operations of the dialer platform, including configurations, campaigns, users, numbers, and calling rules. Agent Management – Add, remove, and manage agent accounts, extensions, call permissions, and dialer access. Campaign Management – Create and configure calling campaigns based on business requirements, including agent allocation, calling lists, schedules, and campaign rules. Number/DID Management – Manage DIDs and outbound calling numbers, including allocation, mapping, activation, and deactivation. Call Routing & IVR Management – Support configuration and maintenance of IVR flows, call routing, queues, and inbound/outbound call journeys. Call Monitoring – Monitor dialer performance and identify issues related to call connectivity, failed calls, dropped calls, busy rates, and other call-quality parameters. Call Recording