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Technical Support Engineer
5 days ago
Job Overview
The Dialer Support Engineer plays a vital role in managing outbound and inbound campaigns on dialer technology platforms. This position is responsible for real-time management, analysis, and recommendations based on performance results and trends.
About the Role
This position requires setup and day-to-day operations of Ibex Dialers across the enterprise, customer service delivery, multi-tasking, and a positive attitude with a strong desire to learn and perform.
Main Responsibilities
- Manage dialer activities including campaign building, filters, strategies, reports, and administration.
- Collaborate with teams to gather information and perform analysis from infrastructure, telco, and application perspectives to set up new programs.
- Participate in testing, UATs, and go-live processes to ensure smooth launch of setups.
- Plan and schedule system maintenance and new initiative deployment to minimize operational impact.
- Implement customized dialing plans based on client campaign analysis.
- Set up and implement IB routing or script changes as necessary.
- Analyze calling lists to identify optimal calling times and optimize contact rates.
- Monitor real-time operations and make adjustments to ensure smooth production.
- Process and analyze raw data, forecast conclusions, and develop recommendations.
- Maintain dialer infrastructure and Telco layer integrity.
- Analyze system issues and collaborate with Infra and Dev/L2 teams to resolve problems.
- Provide Level 1 support and troubleshooting during dialer issues.
- Keep documentation and reporting updated with new updates and changes.
Requirements
Bachelor's degree in an IT-intensive field is required.
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