Dialer Operations Specialist
Call Center Systems and Performance Optimization
We are seeking an elite Dialer Operations Specialist who understands call center dialers at a technical, strategic, and performance level. This is not a basic admin role. This position is for someone who lives and breathes dialing systems, understands how every variable affects contact rates and cost, and can run a dialer operation with precision.
We operate in a metrics-driven environment where DID health, burn rates, answer rates, connect ratios, carrier performance, and campaign efficiency are tracked to the decimal. If you only “know how to use” a dialer, this role is not for you. We are looking for someone who knows how to engineer outcomes through the dialer.
This role is critical to revenue performance.
Key Responsibilities
Dialer Strategy and Optimization
• Design and manage outbound dialing strategies across power, predictive, preview, and blended campaigns
• Optimize pacing ratios, abandonment rates, call concurrency, and agent utilization
• Continuously improve connect rates and cost per contact
• Control and minimize DID burn while maximizing deliverability
DID and Carrier Management
• Monitor DID health, rotation, warming, recycling, and retirement
• Track burn rates by campaign, carrier, and geography
• Diagnose and resolve spam labeling, blocking, and degradation
• Manage relationships and performance across multiple carriers
Deliverability and Compliance
• Maintain dialing compliance with TCPA, DNC, and internal policies
• Implement call throttling and call window rules
• Ensure answer machine detection and call progress detection accuracy
• Protect company reputation at the carrier and network level
Analytics and Performance Tracking
• Track and report on:
– Calls placed
– Calls answered
– Calls to connect ratio
– DID performance
– Cost per connect
– Drop rates
– Agent utilization
– Dialer efficiency
• Build dashboards and real-time monitoring systems
• Identify inefficiencies and engineer solutions
System Ownership
• Own the dialer infrastructure end-to-end
• Handle campaign builds, routing logic, queues, skill groups, and agent mapping
• Work closely with leadership, operations, and sales to align dialer performance with business goals
• Be the authority on dialing behavior and performance
Technical Expertise Required
You must deeply understand:
• Power and predictive dialing algorithms
• DID warming and rotation strategies
• Carrier routing and call quality behavior
• SIP and VoIP fundamentals
• Call progress detection and AMD
• Spam mitigation strategies
• Dialer pacing math and agent occupancy modeling
• Cost control through dialing efficiency
Requirements
• 3+ years managing dialers in high-volume outbound call centers
• Proven experience increasing connect rates and reducing DID burn
• Experience with platforms such as:
– Five9
– Vicidial
– Genesys
– Talkdesk
– Twilio-based systems
– Or equivalent enterprise dialers
• Strong analytical mindset with comfort in data, ratios, and performance modeling
• Ability to explain complex dialing mechanics clearly to non-technical leadership
Benefits
• Competitive fixed salary based on experience and expertise
• Zero commission structure. You are paid for mastery, not randomness
• Full ownership and authority over dialer systems and performance
• Work directly with leadership on revenue-critical infrastructure
• High-impact role where your decisions immediately affect company growth
• Long-term career stability in a core technical position
• Opportunity to build and standardize a world-class dialer operation
• Autonomy to design, test, and implement dialing strategies without micromanagement
• Exposure to advanced telecom, VoIP, and carrier-level operations
• Clear performance recognition based on measurable system improvements
• Professional environment focused on precision, accountability, and execution
• Real technical role. Not sales. Not support. Not experimental.