Dialer Technology Engineer

The House of Abhinandan Lodha; Bengaluru; On-site; INR 800,000 - 1,100,000; Full time

Job summary

The House of Abhinandan Lodha in Bengaluru is seeking an experienced Dialer Operations Specialist to manage dialer platforms, campaigns, and VoIP configuration. You will optimize campaigns, integrate CRM systems like Salesforce, and ensure regulatory compliance while monitoring KPIs in a multi-platform telecom environment.

Responsibilities include configuring SIP trunks, troubleshooting latency, and aligning dialer operations with CRM data, APIs, and webhooks to support real-time decision making.

Responsibilities

• Configure and manage dialer platforms (ConVox, Vicidial, Ameyo, Genesys)
• Handle dialing modes: Predictive, Progressive, Preview, Manual
• Monitor performance metrics such as connect rate, drop rate, ASR, ACD
• Create and manage campaigns
• Manage lead data and CRM integrations (Salesforce)
• Implement retry logic and scheduling rules
• Configure SIP trunks, DID numbers, and routing
• Troubleshoot latency, jitter, and packet loss
• Work with Asterisk/PJSIP configurations
• Integrate dialer with CRM using APIs and Webhooks
• Ensure real-time synchronization
• Implement DNC logic
• Ensure TRAI/GDPR compliance
• Manage call recordings and audit logs
• Monitor system health
• Perform root cause analysis (RCA)
• Generate reports on KPIs
• Analyze agent productivity and campaign performance

Tools

ConVox

Vicidial

Ameyo

Genesys

Salesforce

Asterisk

PJSIP

Job description

Role & responsibilities

Dialer Management

• Configure and manage dialer platforms (ConVox, Vicidial, Ameyo, Genesys)
• Handle dialing modes: Predictive, Progressive, Preview, Manual
• Monitor performance metrics such as connect rate, drop rate, ASR, ACD

Campaign Setup & Optimization

• Create and manage campaigns
• Manage lead data and CRM integrations (Salesforce)
• Implement retry logic and scheduling rules

Telephony & VoIP

• Configure SIP trunks, DID numbers, and routing
• Troubleshoot latency, jitter, and packet loss
• Work with Asterisk/PJSIP configurations

System Integration

• Integrate dialer with CRM using APIs and Webhooks
• Ensure real-time synchronization

Manage IVR flows Compliance

• Implement DNC logic
• Ensure TRAI/GDPR compliance
• Manage call recordings and audit logs

Monitoring & Troubleshooting

• Monitor system health
• Perform root cause analysis (RCA)

Resolve dialer and call flow issues Reporting

• Generate reports on KPIs
• Analyze agent productivity and campaign performance