Dialer Administrator

Responsibilities: The Dialer Administrator is responsible for the day-to-day administration, configuration, and operational support of the organization's enterprise outbound dialer platform. This role ensures dialing strategies and customer contact activities are reliable, secure, and compliant, and effectively support Collections, Customer Service, Sales, and other business functions. The position serves as the primary subject-matter expert for campaign configuration, dialing strategies, routing logic, data integration, reporting, and production support, working closely with business stakeholders, Technology, Compliance, Legal, Workforce Management, Contact Center Operations, and external vendors to ensure outbound communications are executed accurately and in accordance with regulatory and internal requirements. Administer and maintain the enterprise outbound dialer platform, including users, security roles, permissions, access controls, and platform settings. Build, configure, test, and deploy outbound campaigns, dialing strategies, routing rules, and queues using predictive, progressive, preview, and manual dialing methodologies based on business requirements. Maintain calling windows, time-zone controls, campaign priorities, pacing, retry logic, and contact rules. Manage campaign lists and validate data, segmentation, suppression criteria, and file accuracy prior to deployment; ensure required approvals are obtained through established change management processes. Ensure dialing campaigns are configured and executed in accordance with TCPA, FDCPA, and other applicable requirements, including controls for consent, contact frequency, Do Not Call requests, and suppression rules. Maintain accurate records of campaign configurations, approvals, controls, and system changes; support internal and external compliance audits and partner with Compliance and Legal to implement required changes. Monitor platform performance, campaign execution, system capacity, and data processing; investigate and resolve failed loads, dialing errors, routing issues, and integration failures. Work with platform providers and vendors to resolve technical issues; support incident management and root-cause analysis, and escalate significant issues to the appropriate Technology or business teams. Produce recurring operational and campaign performance reports and dashboards, monitoring key metrics such as contact rate, right-party contact rate, abandonment rate, agent occupancy, penetration rate, and conversion or resolution rate. Analyze campaign performance and operational trends to recommend improvements to dialing strategies, pacing, routing, contact strategies, and automation. Support platform upgrades, releases, new functionality, integrations, and user acceptance testing; maintain accurate platform configuration and operating documentation. Participate in production support and after-hours escalation processes as required. Complete additional duties and projects assigned by leadership.

Qualifications: Bachelor's degree in Business Administration, Marketing, Communications, Information Systems, or a related discipline preferred. Minimum of 5 years of experience in customer communications, digital engagement, contact center strategy, operations, or process optimization. Experience managing SMS communication programs or digital customer engagement strategies preferred. Experience with Five9 or comparable contact center platforms is considered an asset. Experience in financial services, consumer finance, or regulated industries preferred. Demonstrated experience leading cross-functional initiatives and process improvement projects.

Schedule: Monday-Friday, 7:00 AM-4:00 PM EST, additional evening and weekend hours may be required based on business needs On-Call: Rotating schedule of one week on, one week off. Availability for after-hours support is required Hybrid or remote work arrangement based on business needs Occasional travel may be required for project meetings, vendor engagements, or company events Base Salary: $55,000 - $70,000 USDThe base salary range represents the low and high end of the anticipated salary range for this position based on the U.S. average. The actual base salary offered for this full-time position will be determined by various factors, including but not limited to, location, skills, knowledge, competencies, and experience. All full-time salaried employees are eligible for the following benefits, starting on day one: Flexible Paid Time Off Program, Medical, Dental, Vision, Life Insurance, Disability, and other voluntary coverages. You will also be eligible to participate in our 401k program, starting on the first of the month following 30 days of employment with a company match. This employer participates in E-Verify for US-based hires.