Dialer Administrator – (US Hours)
IT
KZN
Our client is seeking a highly motivated LiveVox Dialer Administrator to manage and optimize dialer operations within a fast-paced U.S. debt collections environment. You will be the technical heartbeat of our outreach, ensuring peak campaign performance, agent productivity, and 100% regulatory compliance (TCPA/FDCPA).
Key Responsibilities
- Campaign Strategy: Configure and manage LiveVox dialing modes (Predictive, Power, Preview, and Manual) to maximize contact rates.
- Real-Time Optimization: Monitor connectivity, contact rates, and agent utilization; make immediate adjustments to drive efficiency.
- Data & Analytics: Use SQL, Power BI, and Excel to provide actionable insights and performance reporting to stakeholders.
- Compliance & Security: Enforce U.S. regulations (TCPA, FDCPA, CFPB Reg F), maintain DNC lists, and ensure STIR/SHAKEN telephony authentication.
- Technical Support: Act as the primary point of contact for dialer incidents, troubleshooting with IT and LiveVox support.
- Access Management: Manage onboarding/offboarding for CRM and collection platforms (LiveVox, Zoom, Artiva) and perform regular access audits.
Qualifications & Experience
- Diploma or Degree in IT, Computer Science, or a related field.
- Minimum 3 years managing LiveVox or similar cloud dialer systems.
- Technical Stack: * Strong proficiency in Microsoft SQL (MSSQL); PostgreSQL is a plus.
- Expertise in Power BI and advanced Excel for data visualization.
- Deep understanding of U.S. dialing regulations (TCPA, FDCPA, etc.).
- Experience in U.S. Debt Collections is highly preferred.
- Analytical mindset with the ability to conduct A/B testing on dialing strategies.
- Exceptional communication skills for collaborating with technical and operational teams.
- Thrives under pressure in a high-volume environment.
- Extreme attention to detail regarding data security and DNC protocols.
