Dialer Technology Engineer

The House of Abhinandan Lodha; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

The House of Abhinandan Lodha seeks an experienced Dialer/Telephony Specialist to configure and manage dialer platforms, implement CRM integrations, and optimize call campaigns. You will monitor KPIs, ensure compliance, and troubleshoot real-time issues in complex telephony environments.

Responsibilities include managing campaigns, dialing modes, SIP routing, and API hooks with Salesforce, while maintaining data integrity and performance across Asterisk-based systems.

Qualifications

• Experience with dialer platforms including ConVox, Vicidial, Ameyo, and Genesys.
• Ability to configure SIP trunks and routing in telephony setups.
• Familiarity with CRM integrations (Salesforce) and API/Webhook integration.

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.

Skills

Dialer management

Campaign management

Networking & SIP

CRM integration

Monitoring & troubleshooting

Tools

ConVox

Vicidial

Ameyo

Genesys

Asterisk

Salesforce

Webhooks/APIs

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