Dialer Ops Lead — Amazon Connect & Campaign Optimization

Beacon Hill Staffing Group; Wilmington (DE); On-site; USD 72,000 - 85,000; Full time

Job summary

Beacon Hill Staffing Group seeks a hands-on Dialer Operations Lead to oversee end-to-end dialer operations and support the migration to Amazon Connect in Wilmington, DE. The role involves leading a small technical team and coordinating with business units for campaign execution and optimization.

The ideal candidate will have direct Amazon Connect experience, deep dialer expertise, and strong analytical and communication skills to drive performance across outbound campaigns and channels.

Qualifications

• Direct hands-on experience with Amazon Connect and AWS.
• Strong background in dialer administration and call center operations.
• Experience configuring, building, launching, and troubleshooting outbound campaigns.
• Strong understanding of dialer controls, validation, risk mitigation, and operational processes.
• Experience developing or executing dialer/contact strategies across multiple channels.
• Strong analytical skills with experience evaluating campaign performance and identifying root causes.
• Experience leading and providing technical oversight to dialer administrators or technical resources.
• Ability to remain hands-on technically while managing team deliverables.
• Strong communication skills with the ability to partner closely with technical and business teams.

Responsibilities

• Oversee end-to-end dialer operations and support the migration from LiveVox to Amazon Connect.
• Provide technical leadership across dialer administration, campaign execution, controls, troubleshooting, and optimization.
• Lead a small team of technical associates responsible for health and performance of the call center environment.

Skills

Amazon Connect

Dialer administration

Campaign configuration

Call center operations

AWS

Data analysis

Team leadership

Technical oversight

Hands-on leadership

Cross-functional partnership

Job description

Beacon Hill Staffing Group seeks a hands-on Dialer Operations Lead to oversee end-to-end dialer operations and support the migration to Amazon Connect in Wilmington, DE. The role involves leading a small technical team and coordinating with business units for campaign execution and optimization.

The ideal candidate will have direct Amazon Connect experience, deep dialer expertise, and strong analytical and communication skills to drive performance across outbound campaigns and channels.