Dialer & Telephony Operations Specialist
We are looking for a Telephony & Auto-Dialer Specialist to ensure stable operation and performance of our Contact Center telephony infrastructure. You will own campaign configuration, KPI monitoring, incident response, and drive ongoing optimization and automation in close partnership with IT and Operations.
Key responsibilities:
Ensure stable operation of the auto-dialer and telephony system.
Create, configure, and support inbound and outbound calling campaigns.
Manage dialing parameters and monitor performance of inbound/outbound lines.
Analyze operational metrics and develop initiatives to improve line efficiency.
Set up, implement, and automate reporting for key KPIs.
Daily control of the team’s KPI performance.
Coordinate with IT, telecom providers, and cross-functional teams to ensure uninterrupted system performance.
What we expect from candidate:
At least 1 year of experience in a similar role.
Hands-on experience in configuring, supporting, and administering an auto-dialer and telephony system (including greenfield / from-scratch launches) on platforms such as Webitel, Naumen, Genesys, Avaya, etc.
Understanding of how inbound and outbound calling works.
Knowledge of key contact center KPIs (CR, Spin Rate, ASR, LCR, Total Calls, AWT, AHT) and ability to analyze performance metrics.
Experience with monitoring systems (Zabbix, Grafana, etc.).
Experience building operational reporting and analytics.
Strong Excel skills (formulas, pivot tables, data analysis).
SQL query writing experience is a plus.
Proactive, results-oriented approach.
Key responsibilities:
Ensure stable operation of the auto-dialer and telephony system.
Create, configure, and support inbound and outbound calling campaigns.
Manage dialing parameters and monitor performance of inbound/outbound lines.
Analyze operational metrics and develop initiatives to improve line efficiency.
Set up, implement, and automate reporting for key KPIs.
Daily control of the team’s KPI performance.
Coordinate with IT, telecom providers, and cross-functional teams to ensure uninterrupted system performance.
What we expect from candidate:
At least 1 year of experience in a similar role.
Hands-on experience in configuring, supporting, and administering an auto-dialer and telephony system (including greenfield / from-scratch launches) on platforms such as Webitel, Naumen, Genesys, Avaya, etc.
Understanding of how inbound and outbound calling works.
Knowledge of key contact center KPIs (CR, Spin Rate, ASR, LCR, Total Calls, AWT, AHT) and ability to analyze performance metrics.
Experience with monitoring systems (Zabbix, Grafana, etc.).
Experience building operational reporting and analytics.
Strong Excel skills (formulas, pivot tables, data analysis).
SQL query writing experience is a plus.
Proactive, results-oriented approach.