IT Dialer Engineer

IT & Dialer EngineerLocation: Dubai UAEPosition SummaryThe IT & Dialer Engineer is responsible for the installation, configuration, maintenance and troubleshooting of dialer systems and their integration with telephony and business applications. This role is crucial in ensuring that our dialer infrastructure operates efficiently to support outbound calling campaigns and overall call centre performance. The ideal candidate will have a strong technical background in IT systems, telecommunications and dialer platforms with the ability to work collaboratively with both IT teams and call centre management.Key ResponsibilitiesDialer System ManagementInstall, configure, maintain and upgrade dialer systems to ensure optimal performance.Monitor dialer system performance, identify potential issues and proactively initiate corrective actions.Collaborate with vendors and service providers on dialer system updates, patches and integrations.Integration & Infrastructure SupportIntegrate dialer systems with CRM contact databases and other telephony systems.Work closely with the broader IT team to ensure seamless integration of dialer systems with network infrastructure and enterprise applications.Participate in network and systems design reviews to ensure dialer infrastructure is scalable and secure.Troubleshooting & SupportProvide technical support for any dialer/system issues ensuring timely resolution of problems that may impact call centre operations.Develop and maintain troubleshooting documentation for dialer systems and related components.Participate in incident management and resolution, liaising with stakeholders to keep them informed of progress.System Optimization & Continuous ImprovementRegularly review system logs, performance metrics and call data to ensure dialer systems are operating effectively.Identify opportunities for system/process enhancements that improve operational efficiency or reduce costs.Work on projects and initiatives aimed at enhancing overall IT infrastructure performance particularly as it relates to telephony and call centre operations.Documentation & TrainingMaintain detailed documentation of system configurations, changes and standard operating procedures.Provide training and technical guidance to other team members and end users regarding dialer system functionality and best practices.Qualifications and RequirementsEducation: Bachelor’s degree in Computer Science, Information Technology, Telecommunications or a related field.Experience: Minimum 35 years of hands‑on experience in managing and maintaining dialer systems, telephony solutions or related IT infrastructure.Experience: Demonstrated experience with dialer software and/or telephony systems in a call centre environment.Experience: Experience in system integration and network troubleshooting is highly desirable.Technical SkillsProficiency in dialer system platforms and telephony technology.Strong understanding of network protocols, VoIP and telecommunications systems.Familiarity with CRM and call centre software integration.Knowledge of databases and scripting languages is an advantage.Soft SkillsExcellent problem‑solving skills and attention to detail.Strong communication skills with the ability to explain technical information to nontechnical team members.Ability to work independently as well as collaboratively in a team environment.Capable of managing multiple priorities under tight deadlines.Additional InformationWork Environment: The role may require extended hours during critical updates or system outages.#J-18808-Ljbffr