Call Center Dialer Specialist

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.