About Epicenter
For 25 years, Epicenter has been at the forefront of the Technology & Business Process Management industry, driven by a single belief: happy employees deliver exceptional results. Here you’ll find a career built on innovation, led by seasoned experts with over two decades of experience. Our commitment to our team is the secret behind our lasting success and the reason we’re trusted by global clients.
Ready to be part of a team where your happiness is a priority and your work truly makes an impact? Join Epicenter.
About the Job
We’re looking to hire a Dialer Engineer to join our IT Infrastructure / Telephony department. The role involves managing, configuring, and troubleshooting Vicidial servers, ensuring smooth inbound and outbound campaign operations, and coordinating with cross-functional teams for dialer optimization and performance enhancement. Experience with Linux, SIP, and Asterisk environments will be an added advantage.
Location/Hours
Location: Mumbai
Shift: Rotational shifts
Job Responsibilities / Expectations
- Manage and optimize the dialer system including configuration, maintenance tasks, and compliance
- Handle dialer management activities to ensure optimal system performance
- Oversee campaign management for inbound and outbound operations
- Provide technical support for dialer-related issues and troubleshooting
- Generate reporting and analytics to monitor system performance and campaign effectiveness
- Ensure compliance and security standards are maintained across all dialer operations
- Configure and troubleshoot Vicidial servers
- Coordinate with cross-functional teams for system optimization and performance enhancement
- Monitor system health and proactively identify potential issues
- Implement best practices for dialer operations and call center efficiency
Minimum Qualifications
- Bachelor’s degree or Diploma (3 years) in Computer, IT Engineering, Information Systems, or a related field preferred
- Minimum of 2-4 years of experience as Dialer Administrator in a call center environment
- Strong understanding of dialer systems, call center metrics, and reporting tools
Technical proficiency in troubleshooting and problem-solving
Desired Qualifications
- Hands-on experience with Vicidial, Aspect, or similar dialer platforms
- Knowledge of Linux and Windows Server OS
- Proficiency in MS Excel for reporting and data analysis
- Experience in technical support, compliance, and security management
- Understanding of SIP protocol and Asterisk environments
- Familiarity with telephony systems and VoIP technologies
- Experience in optimizing call center operations and performance metrics
Why Join Epicenter?
We believe in investing in our people. At Epicenter, you’ll have the opportunity to make a global impact with a company consistently ranked among the Top 20 BPOs in India. We’re also the proud recipient of the “Best Customer Service Provider” award for nine consecutive years.
Our commitment to your future is our priority. We offer ongoing training, mentorship, and upskilling opportunities to ensure you stay at the forefront of the industry.