Sr. Alvaria Dialer Technical System Administrator

CGI is seeking a skilled Sr. Dialer System Engineer/Administrator to join our Contact Center Support team. This role supports the management of a large bank's Mortgage and Lending Campaigns and provides technical support to multiple groups based in various locations. The technical system administrator is a key part of the Care Center team, ensuring dialer systems run efficiently, meet regulatory requirements, and support high-volume call center operations.

About the role

The Sr. Alvaria Dialer Technical System Administrator is responsible for managing and maintaining the company's enterprise-scale dialer, ensuring optimal performance, compliance, and integration with other systems. This role will identify and research data anomalies, partner closely with business leaders to understand day-to-day operations, and assess the impact of upcoming initiatives. Strong collaboration across business and technology teams is critical to success.

Responsibilities

• Work closely with Alvaria vendor resources to perform system upgrades and enhancements
• Make recommendations to improve call statistics and operational performance
• Partner with Run the Bank teams to resolve production issues
• Utilize advanced SQL to support forecasting, modeling, and performance optimization
• Identify and communicate opportunities to improve service levels; recommend and drive solutions
• Support business continuity events and provide after-hours and weekend support for releases and production changes
• System Configuration & Maintenance: Set up, configure, and maintain outbound dialing systems to support campaign execution
• Performance and Compliance Monitoring: Monitor call pacing, agent utilization, and system performance to improve connect rates and reduce dropped calls
• Troubleshooting & Support: Diagnose and resolve dialer issues, coordinate with vendors or IT, and ensure system uptime
• Integration & Compliance: Ensure seamless integration with CRM, Voice Infrastructure, and other contact center tools, and maintain compliance with Corporate Security Policies
• Additional duties as assigned

Requirements

• Bachelor's degree in an information technology field
• 8+ years of experience with call center outbound dialer technologies
• Strong troubleshooting background in contact center technologies, including Verint and Alvaria
• Hands-on experience with Alvaria or Noble outbound dialer platforms, dialer configurations, and list management
• Experience with contact center platforms (Avaya, Verint, NICE, Aspect)
• 4+ years of hands-on Linux OS experience (RHEL 7+ preferred) with detailed knowledge of software installation and network troubleshooting
• 2+ years PostgreSQL and transact psql experience
• Experience with ServiceNow, Archer, and Postgres databases
• Experience with CyberArk preferred
• Working knowledge of Windows Server and Microsoft Internet Information Services
• Working knowledge of regulatory and compliance requirements related to dialer operations such as TCPA, FDCPA, Do Not Call, and other compliance frameworks

Skills

• Analytical & Problem-Solving: Ability to interpret data, make data-driven decisions, and troubleshoot complex systems
• Collaboration: Work closely with IT, call center operations, and compliance teams to align technical strategy with business goals
• Strong communication skills with the ability to lead discussions and host meetings
• Ability to support production changes after hours, including nights/weekends, and participate in business continuity events

Pay

A reasonable estimate of the current range for this role in the U.S. is $79,600.00 - $176,300.00.

Benefits

• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and well-being programs