Dialer Platform Engineer

Role Overview

• Build and configure outbound dialer campaigns across legacy and CCaaS platforms
• Design and manage calling lists, including segmentation, suppression, and dynamic rule application
• Implement pacing, retry logic, and time-zone controls based on campaign strategy
• Analyze campaign performance metrics (e.g., contact rate, penetration, abandon rate)
• Troubleshoot and resolve issues impacting dialing performance in real time
• Collaborate with Strategy, Compliance, and IT teams to align configurations with business goals
• Maintain documentation for campaign builds and updates to ensure audit-readiness

Requirements

• HS Diploma / GED
• Minimum 2 years’ experience working in outbound dialing platforms (e.g., Alvaria, NICE, Genesys)
• Ability to work with complex datasets and segmentation logic
• Familiarity with regulatory dialing restrictions (e.g., TCPA, FDCPA)
• Adaptability to support multiple lines of business simultaneously
• Knowledge of call center operations and metrics (e.g., service level, average handle time, occupancy)

Benefits

• Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Paid time off (15 days’ vacation per year, prorated based on start date)
• Paid sick leave as determined by state or local ordinance (prorated based on start date)
• 11 Paid holidays (4 floating holidays, prorated based on start date)
• Paid volunteer time (3 days per year, prorated based on start date)