Senior Dialer Technician

Senior IT Dialer Technician Proclivity Digitech Pvt. Ltd. (Kolkata)
Job Type: Full-Time (Work From Office)Department: IT Experience Required: 5 years in BPO Dialer SupportLocation: Salt Lake, KolkataJob DescriptionProclivity Digitech Pvt. Ltd. is looking for an experienced Senior IT Dialer Technician with strong knowledge of dialer systems used in the BPO industry. The ideal candidate must have hands-on experience working in high-volume operations for Sales and Customer Support teams.You will be responsible for dialer administration, real-time issue resolution, server maintenance, VoIP troubleshooting, and supporting 24/7 operations.Key ResponsibilitiesManage and configure Vicidial / GoAutoDial / Asterisk dialer systems.Create & maintain inbound, outbound, and blended campaigns.Handle real-time issues: login errors, audio issues, dropped calls, SIP failures, lead loadingTroubleshoot VoIP, network, and softphone issues (Zoiper/X-Lite/Eyebeam).Coordinate with telecom carriers and ISPs for DID/SIP/Internet-related concerns.Perform server updates, backups, patches, log cleaning, and security checks.Monitor agent activity and dialer performance throughout the shift.Work with Operations & CS teams to optimize dialer output and system uptimePrepare daily reports and maintain documentation of all configurations.Guide and support junior IT technicians.Required Experience & SkillsMinimum 35 years of BPO experience in Kolkata as Dialer Technician / IT Support.Strong understanding of Vicidial, GoAutoDial, Asterisk, SIP, and VoIP technologies.Good knowledge of Linux (CentOS/Ubuntu).Networking skills: LAN/WAN, routers, firewalls, static IPs, VPN.Ability to handle high-pressure situations in night shifts.Experience with US/UK/Australia calling processes preferred.Familiarity with CRM integrations and lead management.Key AttributesStrong troubleshooting abilityFast decision-making under pressureExcellent communicationResponsible, punctual, and reliableAbility to support 24/7 operational requirementsWork ScheduleFull-time (WFO) (6 days in a week)Rotational or fixed shifts depending on requirement Roster offs as per other team members