IT Dialer Engineer

Yubi Group; Dubai; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a skilled IT & Dialer Engineer to enhance its call centre operations. This role involves managing dialer systems, ensuring seamless integration with telephony solutions, and providing technical support to optimize performance. The ideal candidate will have a solid background in IT systems and telecommunications, with a focus on problem-solving and collaboration. Join a dynamic team where your expertise will drive efficiency and innovation in outbound calling campaigns, contributing to the overall success of the organization.

Qualifications

• 3-5 years of experience managing dialer systems in a call centre environment.
• Proficiency in telephony technology and system integration.

Responsibilities

• Install, configure, and maintain dialer systems for optimal performance.
• Provide technical support and troubleshooting for dialer-related issues.

Skills

Dialer System Management

Telecommunications

System Integration

Network Troubleshooting

Problem-Solving

Communication Skills

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Bachelor's degree in Telecommunications

Tools

Dialer Software

CRM Software

VoIP Technology

Job description

IT & Dialer Engineer

Location: Dubai, UAE

Position Summary:

The IT & Dialer Engineer is responsible for the installation, configuration, maintenance, and troubleshooting of dialer systems and their integration with telephony and business applications. This role ensures that our dialer infrastructure operates efficiently to support outbound calling campaigns and overall call centre performance. The ideal candidate will possess a strong technical background in IT systems, telecommunications, and dialer platforms, with the ability to collaborate effectively with IT teams and call centre management.

Key Responsibilities:

1. Dialer System Management

• Install, configure, maintain, and upgrade dialer systems to ensure optimal performance.
• Monitor dialer system performance, identify potential issues, and proactively initiate corrective actions.
• Collaborate with vendors and service providers on dialer system updates, patches, and integrations.

Integration & Infrastructure Support

• Integrate dialer systems with CRM contact databases and other telephony systems.
• Work closely with the broader IT team to ensure seamless integration of dialer systems with network infrastructure and enterprise applications.
• Participate in network and systems design reviews to ensure dialer infrastructure is scalable and secure.

Troubleshooting & Support

• Provide technical support for dialer/system issues, ensuring timely resolution of problems impacting call centre operations.
• Develop and maintain troubleshooting documentation for dialer systems and related components.
• Participate in incident management and resolution, liaising with stakeholders to keep them informed of progress.

System Optimization & Continuous Improvement

• Regularly review system logs, performance metrics, and call data to ensure effective operation.
• Identify opportunities for system or process enhancements to improve operational efficiency or reduce costs.
• Engage in projects and initiatives aimed at enhancing overall IT infrastructure performance related to telephony and call centre operations.

Documentation & Training

• Maintain detailed documentation of system configurations, changes, and standard operating procedures.
• Provide training and technical guidance to team members and end-users regarding dialer system functionality and best practices.

Qualifications and Requirements:

Education: Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.

Experience:

• Minimum 3-5 years of hands-on experience managing and maintaining dialer systems, telephony solutions, or related IT infrastructure.
• Experience with dialer software and/or telephony systems in a call centre environment.
• Experience in system integration and network troubleshooting is highly desirable.

Technical Skills:

• Proficiency in dialer system platforms and telephony technology.
• Strong understanding of network protocols, VoIP, and telecommunications systems.
• Familiarity with CRM and call centre software integration.
• Knowledge of databases and scripting languages is an advantage.

Soft Skills:

• Excellent problem-solving skills and attention to detail.
• Strong communication skills to explain technical information to non-technical team members.
• Ability to work independently and collaboratively.
• Capability to manage multiple priorities under tight deadlines.

Additional Information:

Work environment may require extended hours during critical updates or system outages.