Dialer Support Engineer

The Dialer support role encompasses the oversight and maintenance of our current Dialer platform and telephony systems. This includes the implementation, upkeep, and configuration of Asterisk-based systems, ensuring seamless functionality and performance.

• Address user-reported issues and collaborate with Call Centre Agents, Supervisors, and Administrators to troubleshoot effectively.
• Troubleshoot Dialer/Asterisk and PRI/SIP related issues, and liaise with service providers for resolution.
• Execute day-to-day tasks such as campaign creation, list uploading, and system performance monitoring.
• Oversee system performance, analysing metrics including dropped calls and abandonment rates.
• Identify opportunities for automation and integration within the calling platform and explore expansion possibilities.
• Maintain daily communication with management to define, monitor, and implement strategies and initiatives.
• Enhance the security measures of the Asterisk Server.
• Possess a comprehensive understanding of VoIP protocols like SIP, H232, and MGCP, with advanced knowledge of SIP-based telephony architectures.
• Generate reports and configure automated reporting processes.
• Configure GSM and PRI gateways.
• Proficient in Linux and possess a strong foundation in Networking concepts.
• Hands-on experience with MySQL database management and proficient in query operations.

• Proficient in implementing, maintaining, and configuring Asterisk or similar Dialer systems.
• Skilled in gathering Call Detail Records (CDR), server log files, and configuration data for analysis to identify root causes and develop solutions.
• Capable of thriving in a fast-paced environment, adapting focus and workflow to meet evolving deadlines and requirements.
• Effective team player adept at completing tasks and projects while overseeing multiple aspects of operations.