Director of Dialer & VoIP Operations job opportunity at Lytegen.

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Date2025-12-01T12:06:26.249Z bot
Lytegen Director of Dialer & VoIP Operations
Experience: 5-years
Pattern: Full-time
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loacation Chandigarh, India
loacation Chandigarh....India

Location: Mohali / Chandigarh, India Shift: Nighttime (U.S. Hours – 12:30 AM – 9:30 AM IST) Type: Full-Time, On-site About the Role We are hiring a Director of Dialer & VoIP Operations to take full ownership of our high-volume outbound and blended dialer systems. This person will be accountable for system setup, ongoing management, and performance optimization across all departments — sales, customer service, recruitment, and support. The ideal candidate has a strong BPO/call center background , is fluent in managing large-scale dialer operations (100,000+ dials/day), and has deep technical knowledge of VoIP, DID reputation, and dialer metrics. Leadership and management experience is a plus, but above all, this person must be a technical and operational expert who stays on top of everything, every day. Key Responsibilities Dialer Administration Configure, manage, and maintain multiple dialer/VoIP platforms (Convosso, Five9, ReadyMode, Dialpad, RingCentral, or others as needed). Handle scaling systems capable of 100,000+ daily outbound dials with consistent performance. Ensure DID reputation is maintained and protected. Performance Monitoring & Optimization Track and analyze dialer KPIs: connect rates, drop rates, call quality, agent utilization, campaign results. Optimize dialing modes, pacing, call routing, and reporting. Continuously fine-tune campaigns for maximum efficiency and compliance. Systems & Technical Support Troubleshoot dialer, SIP/VoIP, CRM integrations, and API connections. Ensure uptime and reliability across all departments relying on dialer lines. Train and support users on proper dialer usage. Compliance & Risk Management Oversee adherence to DNC/TCPA and other compliance standards. Implement safeguards to minimize risk in high-volume outbound environments. Cross-Department Support Enable sales, customer service, recruitment, and admin teams with optimized dialer access. Provide reporting and insights to leadership on performance and trends. Skills & Qualifications 5+ years of BPO/call center operations experience with direct dialer ownership. Proven track record of running high-volume outbound campaigns (100,000+ daily dials). Strong technical background: VoIP/SIP, DID management, integrations, troubleshooting. Hands-on experience with major dialer platforms (Convosso, Five9, ReadyMode, Dialpad, RingCentral, or similar). Analytical mindset: able to read data and translate it into performance improvements. Highly accountable, detail-oriented, and proactive.

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