Overview:

We are looking for an experienced Dialer and Phone System Admin to oversee dialer that’s running with 100+ call center agents and help IT director with tasks such as automation, workflow drip creation, api or automate lead distribution, call routing, and real-time monitoring to ensure seamless business operations.

Responsibilities:

Dialer & Call Center Management:

Configure and maintain predictive dialers (ViciDial, Ytel, Five9, etc.) for outbound and inbound teams.
Optimize call routing and lead distribution using Ringba, Twilio, and VoIP solutions.
Manage and monitor call center KPIs, RTA (Real-Time Adherence), and dialer performance.
Create and manage user accounts, access levels, and team assignments for dialer software.

IT & Systems Administration:

Oversee Google Workspace (Gmail, Google Drive, user accounts, and automation settings).
Manage domains, DNS settings, email configurations, and SSL certificates.
Ensure system security, VPN access, and data compliance for remote teams.
Troubleshoot and resolve IT-related issues for call center agents and managers.

Automation & CRM Integrations:

Build and maintain API-based lead posting systems for CRMs (Forth CRM, Debt Pay Pro, HubSpot).
Automate workflows using Make.com, Zapier, and Google Apps Script.
Optimize data sorting, email automation, and reporting dashboards.

Compliance & Performance Optimization:

Ensure compliance with TCPA, DNC regulations, and call monitoring policies.
Monitor server uptime, network stability, and system performance.
Provide technical training and support for agents and managers on system usage.

Requirements:

Experience in IT, dialer administration, and call center operations.
Expertise in predictive dialers (ViciDial, Ytel, Five9, etc.) and VoIP systems (Ringba, Twilio, Asterisk).
Strong knowledge of CRM & API integrations (Forth CRM, HubSpot, Debt Pay Pro, etc.).
Proficiency in domain management, Google Workspace, and cloud infrastructure.
Experience in automation tools (Make.com, Zapier, Google Apps Script).
Ability to manage RTA, workforce management tools, and real-time monitoring systems.
Technical problem-solving skills and ability to handle IT security protocols. Preferred.

Skills:

Experience with AWS, Azure, or Google Cloud for cloud-based infrastructure.
Knowledge of firewall, VPN, and cybersecurity best practices.
Ability to develop training materials and technical documentation.

Benefits:

Competitive salary and performance-based incentives.
Opportunity to work with advanced call center technologies.
Growth opportunities in IT and call center operations.

LeadAdvisors

Dialer and Phone System Admin

About the Job