Dialer Technology Engineer

The House of Abhinandan Lodha; Mumbai; On-site; INR 700,000 - 900,000; Full time

Job summary

The House of Abhinandan Lodha in Mumbai is seeking an experienced Dialer & Telephony Specialist to configure and optimize advanced dialer platforms and oversee end-to-end campaign management.

The role involves integrating dialers with Salesforce, managing telephony configurations, and ensuring compliance with regulatory requirements, while monitoring key performance metrics and troubleshooting complex issues.

Qualifications

• Experience in configuring and managing dialer platforms and calling campaigns.
• Ability to integrate dialers with CRM systems via APIs and webhooks.
• Experience with VoIP concepts and telephony troubleshooting.

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 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.

Skills

Dialer management

CRM integration

VoIP troubleshooting

Monitoring & troubleshooting

Compliance

Tools

ConVox

Vicidial

Ameyo

Genesys

Salesforce

Asterisk

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