Dialer Technical (Level 1 / Level 2 / Team Leader/Asst. Mgr.)

Job Description:

We are looking for Dialer Technical experts who have hands-on experience with Genesys systems, dialer setup, IVR changes, and telephony settings. The job includes real-time issue fixing, system setup, data work, and making sure the dialer runs smoothly every day.

Key Responsibilities

- Handle all main Genesys services (Message, Config, URS, OCS, etc.).
- Create and map DNs, agents, and campaigns as needed.
- Build and update IVRs based on process needs.
- Manage PRI/SIP/GSM routing and changes.
- Do first-level checks and fix issues; escalate when needed.
- Watch CCPulse, update templates, and manage real-time data clean-up.
- Install and set up Genesys apps and PRI/SIP/GSM gateways.
- Keep config backups and IVR call recording backups safe.
- Work on SQL databases as required by the business.
- Make sure all dialer issues are handled or escalated properly.




- Manage predictive/blended dialing setups (filters, dial order, dispositions, schedules, time zones).
- Support Operations and WFM teams with dialer planning and performance needs.

Eligibility Criteria:

- Minimum Qualification: Bachelor’s degree: BSc / BE / BTech (CS, Engineering, or similar).
- 2 to 8+ years of experience in Dialer Operations (Genesis Dialer preferred).
- Solid skills in analysis, troubleshooting, and problem solving.
- Good knowledge of SQL / MySQL is an advantage.
- Good understanding of PRI/SIP/GSM telephony.
- Ability to work in a fast-paced setup with many technical tasks.

Work Details

- Shift: 24×7 process with rotational shifts and extended hours as needed.
- Involves collaboration with Operations, WFM, IT, and vendor teams.

Bangalore

📌 Dialer Technical (Level 1 / Level 2 / Team Leader/Asst. Mgr.) (India)
🏢 One Point one solutions
📍 India