Dialer Technology Engineer

The House of Abhinandan Lodha; Greater Noida; On-site; INR 700,000 - 1,200,000; Full time

Benefits offered by this job

Job summary

The House of Abhinandan Lodha is seeking a Dialer & Telephony Specialist to manage dialer platforms, configure campaigns, and ensure seamless CRM integration.

You will optimize call flows, monitor KPIs, troubleshoot VoIP issues, and ensure TRAI/GDPR compliance, while coordinating with IT and sales teams. This on-site role based in Greater Noida involves hands-on setup, monitoring, and reporting on campaign performance.

Qualifications

• Hands-on experience configuring and managing dialer platforms.
• Knowledge of CRM integrations and data flows (e.g., Salesforce).
• Understanding of TRAI/GDPR compliance for dialer campaigns.
• Ability to monitor KPIs and perform root-cause analysis.

Responsibilities

• Configure and manage dialer platforms (ConVox, Vicidial, Ameyo, Genesys).
• Handle dialing modes: Predictive, Progressive, Preview, Manual.
• Monitor connect rate, drop rate, ASR, and ACD metrics.
• Create and optimize campaigns; manage lead data and CRM integrations.
• Implement retry logic and scheduling rules.
• Configure SIP trunks, DID numbers, and routing; troubleshoot latency/jitter/packet loss.
• Integrate dialer with CRM via APIs and Webhooks; ensure real-time sync.
• Implement DNC logic and ensure TRAI/GDPR compliance; manage call recordings and audit logs.
• Generate reports on KPIs; analyze agent productivity and campaign performance.

Skills

Dialer platforms

VoIP & Telephony

Campaign management

CRM integrations

Reporting & analytics

Compliance awareness

Education

Bachelor's degree in IT/Engineering

Tools

ConVox

Vicidial

Ameyo

Genesys

Asterisk/PJSIP

Salesforce

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