Assistant Vice President - Call Center IT & Dialer Operations

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Role Overview

We are looking for an experienced professional to lead the IT and Dialer Management function for our call center operations. The ideal candidate will be responsible for end-to-end setup, configuration, and management of call center technology infrastructure, ensuring seamless operations, compliance, and performance optimization.

Key Responsibilities

1. Call Center Setup & Infrastructure Management

• Lead the planning and execution of new call center setup, including IT infrastructure, network, and telephony systems.
• Evaluate and deploy dialer platforms (Predictive, Progressive, Preview) and ensure smooth CRM integrations.
• Set up inbound, outbound, and blended campaigns.
• Manage vendor relationships for hardware, software, and telecom service providers.

2. Dialer & Campaign Management

• Configure, monitor, and optimize dialer systems for maximum agent productivity.
• Manage lead uploads, call routing strategies, retry logic, and pacing rules.
• Ensure adherence to compliance regulations (DND/NDNC, TRAI, TCPA, etc.).
• Monitor KPIs such as call connection rates, drop rates, agent occupancy, and abandonment rates.

3. IT & System Administration

• Oversee SIP/PRI trunks, IVR, ACD, call recording, and reporting systems.
• Troubleshoot dialer issues, connectivity problems, and integrations with CRM/ERP tools.
• Ensure data security, backup, and system uptime.

4. Operations & Optimization

• Collaborate with operations teams to align technology with business goals.
• Continuously optimize dialing strategies, agent allocation, and lead prioritization.
• Provide regular performance reports to senior management.

5. Team & Vendor Coordination

• Manage IT support staff for call center operations.
• Liaise with external vendors and ensure timely delivery of solutions.

Requirements

• Bachelors degree in Computer Science, IT, or related field (MBA preferred).
• 510 years of experience in dialer management, call center IT operations, and telephony infrastructure.
• Hands-on expertise with dialer platforms (e.g., Avaya, Aspect, Genesys, Ameyo, Five9, Exotel, MyOperator, or similar).
• Strong knowledge of VoIP, SIP, PRI, IVR, ACD, and call routing.
• Proven experience in call center setup and scaling operations.
• Understanding of compliance frameworks (TRAI/DND, TCPA, GDPR, etc.).
• Excellent problem-solving and vendor management skills.
• Strong analytical mindset with ability to monitor KPIs and optimize campaigns.

Preferred Skills

• Certification in telecom systems / VoIP / networking.
• Exposure to cloud-based call center platforms.
• Experience in data analytics & reporting dashboards.

Interested candidates can share resume on roussel.swaries@zenplus.in or WhatsApp on 7738007108