Jobs in Dubai, Francia

IT & Dialer Engineer

Location: Dubai, UAE

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.

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.

• 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.

• 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.

• 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.

• 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.

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.

• 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.

• 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.

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