Dialer Systems Administrator

Top Job

Located in Mesa, AZ

Salary: $55-60K

Job Title: Dialer Systems Administrator
Department: Call Center Operations / IT
Location: IN OFFICE IN MESA - NOT REMOTE
Reports To: Call Center Operations Manager / IT Manager
Job Type: Full-Time

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Job Summary:

We are seeking a skilled and detail-oriented Dialer Systems Administrator to manage and optimize our call center dialer platforms. This role is responsible for administering, configuring, and maintaining predictive, preview, and manual dialer systems to ensure maximum efficiency and compliance. The ideal candidate will work closely with operations, IT, and compliance teams to deliver seamless calling campaigns that drive performance and customer engagement.

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Key Responsibilities:

• Administer and maintain dialer systems (e.g., Genesys, Five9, NICE inContact, Aspect, or similar).

• Configure campaigns, call lists, pacing strategies, and dialing modes (predictive, preview, manual).

• Monitor real-time dialer performance, troubleshoot issues, and ensure high availability.

• Collaborate with workforce management, operations, and QA teams to align dialer strategy with business goals.

• Maintain compliance with TCPA, FDCPA, and other relevant regulations.

• Analyze dialer reports and KPIs to identify trends and recommend performance improvements.

• Develop and maintain detailed documentation of dialer configurations, procedures, and policies.

• Coordinate with vendors and IT for software upgrades, patches, and integrations.

• Provide end-user support and training as needed for agents, supervisors, and managers.

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Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

• 2+ years of experience administering dialer systems in a call center environment.

• Strong knowledge of dialer platforms such as Genesys, Five9, NICE, or similar.

• Experience with CRM integrations, telephony (VoIP), and database systems a plus.

• Familiarity with call center metrics and workforce management tools.

• Excellent analytical, problem-solving, and communication skills.

• Strong understanding of regulatory compliance requirements (TCPA, FDCPA, etc.).

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Preferred Skills:

• Experience with SQL, data manipulation, and reporting tools.

• Project management experience in call center environments.

• Certifications in relevant dialer platforms or telephony systems.

 

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