Dialer Administrator

Are you looking for an opportunity to join a company that values excellence, transparency, and ethical business practices? Be part of a team dedicated to empowering businesses to regain financial stability through personalized debt relief solutions. Coastal Debt Resolve is a trusted leader in the Business Debt Settlement industry, known for delivering exceptional service and maintaining the confidence of our clients.

Our company is BSI ISO 9001:2015 certified and BBB accredited with an A+ rating.

We are seeking a skilled and detail-oriented Dialer Administrator to manage, maintain, and optimize our contact center technology. This role is critical to ensuring smooth and efficient contact center operations through the configuration of campaigns, user management, reporting, and performance analysis. The ideal candidate has hands‑on experience with dialer platforms, a strong understanding of call center metrics, and a proactive, solution‑driven mindset.

• Administer and support cloud-based dialer systems, including configuration, updates, and troubleshooting.
• Build and maintain inbound and outbound campaigns, IVRs, call flows, and agent skill groups.
• Manage user accounts, permissions, and telephony configurations.
• Create and analyze reports and dashboards using CRM, dialer reporting tools, and Excel or BI software.
• Collaborate with operations and training teams to optimize campaign performance and agent productivity.
• Identify and resolve technical issues impacting system performance or end‑user experience.
• Work directly with vendor support teams for escalations and resolutions.
• Provide user training and maintain documentation for system processes and best practices.
• Ensure data accuracy across lead lists, DNC lists, and call recordings.

• 3–5+ years of experience administering a dialer platform (e.g., Five9, NICE in Contact, Genesys, Talkdesk, Avaya, etc.).
• Strong understanding of predictive, power, and preview dialing modes.
• Knowledge of contact center KPIs and experience optimizing campaign performance.
• Experience integrating dialer systems with CRM platforms (Salesforce, Hub Spot, Zendesk, etc.).
• Basic understanding of APIs, scripting, or SQL is a plus.
• Excellent analytical and problem‑solving skills.
• Strong communication and collaboration abilities.
• Ability to prioritize and manage multiple projects in a fast‑paced environment.

• Experience with contact center reporting and analytics tools (Power BI, Tableau, or equivalent).
• Familiarity with call recording, voice analytics, or workforce management systems.
• Exposure to automation tools or CRM integrations is a plus.

Seniority level:
Mid‑Senior level.

Employment type:

Full‑time.

Job function:
Product Management.