Dialer Engineer

ibex; Lahore; On-site; PKR 893,000 - 1,339,000; Full time

Job summary

Ibex in Lahore is seeking a Dialer Engineer to set up and manage outbound and inbound campaigns on dialer platforms, and analyze performance trends to drive recommendations. The role acts as the primary point of contact for production issues, coordinates with Infra/Dev teams, and ensures smooth operations through real-time monitoring, testing, and documentation updates.

Responsibilities include campaign building, configuring filters and reports, planning maintenance, implementing dialing plans,

Qualifications

• Experience managing dialer platforms and campaigns.
• Ability to analyze performance trends and recommend optimizations.
• Strong communication and cross-functional collaboration.
• Willingness to work night shifts and on weekends when required.

Responsibilities

• Manage Ibex Dialers for enterprise operations, including campaign building, filters, strategies, and reports.
• Coordinate with Infra, telco, and app teams to set up new programs with required requirements.
• Participate in testing, UATs, and go-lives to ensure smooth launches.
• Plan maintenance and deploy new initiatives with minimal impact on productivity.
• Develop customized dialing plans based on data analysis for campaigns.
• Set up IB routing/script changes as needed.
• Analyze calling lists to optimize contact rates and adjust dial plans.
• Monitor real-time production and update dialplan as required.
• Process data, forecast conclusions, and provide actionable recommendations.
• Maintain integrity of Dialer infrastructure and Telco layers.
• Troubleshoot system/app issues with Infra and Dev/L2 teams.
• Participate in bridges to resolve urgent production issues.
• Provide L1/L2 support during dialer incidents and document changes.

Skills

Dialer management

Analytical thinking

Communication skills

Teamwork

Troubleshooting

On-call support

Documentation

Tools

MSSQL

MySQL

Visual Studio

Windows OS

Web services

SIP/Asterisk

Telecom infrastructure

Job description

Dialer Engineer is responsible for the setup and real-time management of Outbound & Inbound campaigns on dialer technology platform(s) and subsequent analysis and recommendations stemming from performance results/trends while acting as a primary POC for all production/performance impacting concerns.

About the Role

Ideal candidate must be a critical thinker with excellent communication skills, proven ability to deliver customer services in terms of multi-tasking and a positive “can do” attitude and has the urge to learn and perform.

Responsibilities

• Responsible for management of Ibex Dialers for entire enterprise, including but not limited to handling day to day operations & administration for dialer activities. (Includes Campaign building, filters, strategies, reports etc.)
• Working with respective teams to have required information gathered and perform analysis from Infra, telco, application standpoint to have any new program setup while assuring the necessary requirements are fulfilled.
• Participate in internal testing, UATs, and Go live to assure a smooth launch on setups.
• Planning & Scheduling system maintenance & new initiative deployment, with assistance of technologies, to ensure no impact to operations productivity.
• Work on and implement customized dialing plans based on specific analysis for a client’s campaign.
• Working on setting up and implementation of any required IB routing/ script changes as per requirement.
• Carry out in depth analysis of calling lists and identify the best times to call and do necessary changes to optimize contact rates.
• Monitoring real-time to assure smooth production and perform any changes as per need including any dialplan updates to avoid any issue.
• Process and analyze raw data, forecast conclusions and develop recommendations.
• Maintaining integrity of Dialer infrastructure and associated Telco layer in coordination with other infrastructure departments.
• Analysis of system and application issues and working closely with Infra and Dev/ L2 Teams to seek effective and immediate solutions.
• Participating in bridges to coordinate resolution of urgent production impacting issues.
• Performing any other dialer related duties as assigned.
• Providing Level 1 support and troubleshooting during dialer issues in co-ordination with other support teams and provide L2 support in some cases.
• To keep documentation and reporting updated in light of new updates and changes.

Qualifications

Required Skills

• Strong interpersonal, verbal and written communication skills.
• Experience in basic MSSQL/MYSQL querying and understanding of data handling and analytics.
• Proficiency in Microsoft Technologies, especially Microsoft Office, Outlook and Windows.
• Working knowledge of basic programming and coding related to websites, web-services and/or web applications with experience in Visual Studio would be an added advantage.
• Understanding and experience in SIP service and/or asterisk knowledge and dial-plans would be an added advantage.
• Knowledge of telecommunications infrastructure would be a plus.
• Team Player with excellent interpersonal, communication, analytical and planning skills with proven abilities in client relationship management & Analytics.
• Ability to relate to all levels of staff and management from multiple support wings.
• Good reasoning abilities, troubleshooting & sound judgment skills.
• Handling process/ procedure changes/improvements and ensuring optimal utilization of resources.
• Highly focused team member and results oriented in supporting complex, deadline driven operations, able to identify goals and priorities and resolve issues in initial stages.
• Ability to create a harmonious team atmosphere and interact respectfully in a calm and professional manner.
• Flexibility and availability for working any time of day and any day of week (bulk of the work will be during night time) including weekends and federal holidays.
• Available to provide On Call and Remote support for coverage.