Dialer Administrator

Responsibilities

• Design, configure, implement, and optimize outbound dialing technologies.
• Translate business objectives into scalable dialing solutions, working closely with strategy, operations, workforce management, compliance, and technology teams.
• Manage data integrations, validate files, and ensure accurate data flow between systems.
• Maintain compliance with TCPA, FDCPA, and related regulations through controls such as consent management, calling windows, and Do Not Call processes.
• Monitor platform performance, troubleshoot issues, and support operational continuity, including after-hours incidents.
• Analyze campaign performance to identify optimization opportunities, develop reporting, and provide strategic recommendations.
• Support testing, change management, and documentation for system enhancements and production updates.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or equivalent experience.
• 3+ years of experience supporting outbound dialer platforms.
• Experience with one or more of the following technologies: NICE CXone, NICE SmartReach, LiveVox, Alvaria, Aspect, Genesys Cloud, Five9.
• Experience configuring outbound campaigns and dialing strategies.
• Strong understanding of predictive, progressive, and preview dialing methodologies.
• Experience troubleshooting production systems and integrations.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Experience supporting large-scale collections, servicing, or sales environments.
• Experience with SQL and database queries.
• Experience with APIs and system integrations.
• Knowledge of workforce management concepts and staffing impacts.
• Experience with cloud contact center technologies.
• Understanding of customer engagement strategy and journey design.
• Experience supporting omni-channel environments.

Benefits

Paid Time Off, Medical, Dental, Vision, 401k, Life Insurance, Disability, and other voluntary coverages.

Schedule

This position follows a hybrid work model based at our London, KY Office.

Pay

The base hourly rate for this full-time position ranges from $24.00 to $33.50 USD. The actual base hourly rate will be determined by various factors, including location, skills, knowledge, competencies, and experience.