Dialer Manager

Dialer Manager (US Market)

Location:

Shift:

About Us

We are a Silicon Valleybased company specializing in large-scale case acquisition for law firms across the United States, with a strong focus on mass tort and personal injury. Our team includes senior leaders from Silicon Valley, India, and Romania, with a proven track record of launching successful products. We combine advanced dialer systems, AI-driven automation, and process excellence to deliver high-quality, compliant claimant intakes at scale.

About the Role

Dialer Manager

Key Responsibilities

1. Dialer Strategy & Operations (Primary Focus)

• Own and optimize the dialer ecosystem (Vicidial/Go Auto Dial, Five9, Convoso, etc.).
• Configure, monitor, and troubleshoot dialer settings:
• AMD
• Call routing
• IVR flows
• List management and recycling
• Develop and implement

  SOPs

  and technical specifications for dialer setup and maintenance.
• Drive KPI improvements in:
• Contact rates
• Conversion rates
• Churn reduction
• Agent talk time and occupancy
• Manage caller ID reputation, STIR/SHAKEN compliance, and flag remediation.
  

2. Campaign Setup & Routing

• Plan and execute campaign setups across multiple verticals.
• Configure routing logic, lead prioritization, and pacing strategies to maximize ROI.
• Implement A/B testing on dialer settings and campaigns for performance optimization.
• Align campaigns with capacity planning and lead ingestion rules.
  

3. Compliance & Risk Management

• Ensure all calling and texting operations adhere to US regulations (FTC, TCPA, state-specific laws).
• Maintain documentation and reporting for audits.
• Monitor and address regulatory risks proactively.

4. Conversion Optimization

• Collaborate with marketing and operations teams to refine scripting, call flows, and agent prompts.
• Analyze agent performance and dialer data to identify optimization levers.
  

5. Data Analysis & Reporting

• Conduct root cause analysis (RCA) on dips in performance or compliance issues.
• Provide weekly and monthly KPI reporting to leadership with actionable recommendations.

6. Cross-Functional Coordination

• Work closely with Product, Contact Center and Marketing to align dialer capabilities with business goals.
• Manage relationships with telecom vendors.
  

Key Skills & Qualifications

Must-Have:

• 5+ years in

  dialer management

  for

  US contact center operations

  .
• Expert knowledge of

  Vicidial/Asterisk

  , SIP, DID management, and dialer campaign optimization.
• Strong understanding of TCPA, FTC, and US state-level calling regulations.
• Proven experience in improving contact and conversion rates via dialer settings and strategies.
• Ability to run large-scale outbound and blended campaigns.
• Strong analytical skills, able to translate dialer data into operational improvements.
  

Preferred:

• Experience with

  Five9, Convoso

  , or similar cloud dialers.
• Familiarity with AI-powered engagement tools and automation workflows.
• Experience with BI tools (Tableau, Power BI, Superset).
• Exposure to branded calling, 10DLC registration, and spam mitigation strategies.
  

Why Join Us?

• Lead dialer operations in a fast-growing, tech-driven environment.
• Opportunity to influence strategy and execution for a high-impact, high-volume function.
• Competitive pay with performance-based incentives.
• Global team spanning India, Indonesia, US, Romania, and Nigeria.