Dialer Technology Engineer
Posted 10
views
Description
- 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