Senior Alvaria Dialer Technical System Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and sustain the enterprise-level dialer for mortgage and lending initiatives.

• Offer technical assistance to various teams across multiple locations.

• Ensure the dialer systems operate effectively, comply with regulations, and support high-volume call center activities.

• Detect and investigate data discrepancies.

• Collaborate with business leaders to understand daily operations and evaluate forthcoming projects.

• Work in partnership with both business and technology teams.

• Coordinate with Alvaria vendor resources on system upgrades and enhancements.

• Suggest enhancements to call metrics and operational efficiency.

• Collaborate with Run the Bank teams to address production challenges.

• Utilize advanced SQL for forecasting, modeling, and performance optimization.

• Identify and communicate opportunities for service-level enhancements; propose and implement solutions.

• Assist with business continuity events and provide after-hours/weekend support for releases and production adjustments.

• Set up, configure, and maintain outbound dialing systems for campaign execution.

• Monitor call pacing, agent utilization, and system performance to enhance connection rates and minimize dropped calls.

• Diagnose and resolve dialer issues, liaise with vendors or IT, and ensure system availability.

• Integrate dialer systems with CRM, voice infrastructure, and other contact center tools.

• Maintain adherence to Corporate Security Policies.

• Undertake additional responsibilities as required.

⛳️ Requirements

• Bachelor’s degree in an information technology discipline.

• Over 8 years of experience with outbound dialer technologies in call centers.

• Proficient in data interpretation, data-driven decision-making, and troubleshooting complex systems.

• Strong troubleshooting expertise in contact center technologies, including Verint and Alvaria.

• Hands-on experience with Alvaria or Noble outbound dialer platforms, dialer configurations, and list management is required.

• Excellent analytical and problem-solving abilities, particularly in outbound dialer settings.

• Experience with contact center platforms such as Avaya, Verint, NICE, and Aspect.

• More than 4 years of practical experience with Linux OS; RHEL 7+ is preferred.

• In-depth knowledge of software installation and network troubleshooting.

• At least 2 years of experience with PostgreSQL and transact psql.

• Familiarity with ServiceNow, Archer, and Postgres databases.

• Experience with CyberArk is preferred.

• Strong communication skills with the ability to facilitate discussions and conduct meetings.

• Availability to support production changes after hours, including evenings/weekends, and participate in business continuity events.

• Working knowledge of Windows Server and Microsoft Internet Information Services.

• Understanding of regulatory and compliance requirements related to dialer operations, including TCPA, FDCPA, Do Not Call, and other compliance frameworks.

• Ability to successfully pass a background investigation.

• Qualified candidates must fulfill applicable U.S. employment requirements.

🏝️ Benefits

• Competitive salary package.

• Comprehensive insurance options available.

• Matching contributions through the 401(k) plan and share purchase plan.

• Paid time off for vacations, holidays, and sick leave.

• Paid parental leave.

• Opportunities for learning and tuition assistance.

• Wellness and well-being programs.

• CGI Partners engage in collective success and actively influence the company’s strategy and direction.

• Opportunities to create innovative solutions and forge relationships with teammates and clients.

• Global capabilities with industry and technology expertise.

• Support from leaders focused on health and well-being.

• Opportunities to enhance skills and broaden horizons.

• Reasonable accommodations for qualified individuals with disabilities.

• Resources for military experience and skills translation.