Dialer Support Analyst

Dialer Engineer is responsible for the setup and real-time management of Outbound & Inbound campaigns on dialer technology platform(s) and subsequent analysis and recommendations stemming from performance results/trends while acting as a primary POC for all production/performance impacting concerns.

About the Role

Ideal candidate must be a critical thinker with excellent communication skills, proven ability to deliver customer services in terms of multi-tasking and a positive “can do” attitude and has the urge to learn and perform.

Responsibilities

• Responsible for management of Ibex Dialers for entire enterprise, including but not limited to:
• Handling day to day operations & administration for dialer activities. (Includes Campaign building, filters, strategies, reports etc.)
• Working with respective teams to have required information gathered and perform analysis from Infra, telco, application standpoint to have any new program setup while assuring the necessary requirements are fulfilled.
• Participate in internal testing, UATs, and Go live to assure a smooth launch on setups.
• Planning & Scheduling system maintenance & new initiative deployment, with assistance of technologies, to ensure no impact to operations productivity.
• Work on and implement customized dialing plans based on specific analysis for a client’s campaign.
• Working on setting up and implementation of any required IB routing/ script changes as per requirement.
• Carry out in depth analysis of calling lists and identify the best times to call and do necessary changes to optimize contact rates.
• Monitoring real-time to assure smooth production and perform any changes as per need including any dialplan updates to avoid any issue.
• Process and analyze raw data, forecast conclusions and develop recommendations.
• Maintaining integrity of Dialer infrastructure and associated Telco layer in coordination with other infrastructure departments.
• Analysis of system and application issues and working closely with Infra and Dev/ L2 Teams to seek effective and immediate solutions.
• Participating in bridges to coordinate resolution of urgent production impacting issues.
• Performing any other dialer related duties as assigned.
• Providing Level 1 support and troubleshooting during dialer issues in co-ordination with other support teams and provide L2 support in some cases.
• To keep documentation and reporting updated in light of new updates and changes.

Qualifications

Education: Bachelor degree in IT intensive discipline

Experience: 0 to 6 Months

Required Skills

• Experience in basic MSSQL/MYSQL querying and database understanding of data handling and analytics.
• Understanding of Object Oriented languages including ASP.NET.
• Proficiency in Microsoft Technologies, especially Microsoft Office.
• Strong interpersonal, verbal and written communication skills.
• Team Player with excellent interpersonal, communication, analytical and planning skills with proven abilities in client relationship management & Analytics.
• Ability to relate to all levels of staff and management from multiple support wings.
• Handling process/ procedure changes/improvements and ensuring optimal utilization of resources.
• Highly focused team member and results oriented in supporting complex, deadline driven operations, able to identify goals and priorities and resolve issues in initial stages.
• Flexibility and availability for working any time of day and any day of week (bulk of the work will be during night time) including weekends and federal holidays.
• Available to provide On Call and Remote support for coverage.

Reporting Time: Eastern