VICI dial Support Specialist

Job Title: VICIdial Support Specialist
Location: Remote (Support for Australia & USA Time Zones)
Employment Type: Full-Time
Experience Required: 2+ years in VICIdial Support (end-to-end)

Company: Clarity Networks
Website: www.claritynetworks.com.au

About Clarity Networks:

Clarity Networks is a leading international VoIP wholesaler and Tier I carrier based in Australia. We specialize in delivering high-quality, scalable, and cost-effective voice communication solutions to clients across the globe. Our infrastructure supports mission-critical operations, and we are committed to providing exceptional support and service reliability.

Job Summary:

We are seeking a skilled VICIdial Support Specialist to join our growing technical team at Clarity Networks. The ideal candidate will have 2+ years of hands-on experience managing and supporting VICIdial systems end-to-end, including setup, maintenance, troubleshooting, and optimization. This role will support call center operations primarily across Australia and the USA.

Key Responsibilities:

• Provide end-to-end support for VICIdial system, including installation, configuration, administration, and performance tuning.
• Monitor system performance and resolve issues related to dialer operations, agent connectivity, call drops, latency, etc.
• Set up new campaigns, lists, users, and dialer configurations as required.
• Integrate VICIdial with CRMs, telephony providers (SIP/VoIP), and third-party tools.
• Maintain system documentation and ensure regular backups and updates.
• Provide support and troubleshooting assistance to call center agents and team leads across AU & US shifts.
• Perform system audits and proactively identify areas for improvement or optimization.
• Work with internal IT/telecom teams to ensure dialer uptime and effectiveness.
• Participate in after-hours maintenance or emergency support as needed.

Required Skills & Experience:

• 2+ years of direct, hands-on experience with VICIdial (setup, management, and troubleshooting).
• Strong knowledge of Linux/Unix environments, Asterisk, SIP, and VoIP technologies.
• Experience with MySQL, Apache, and networking concepts.
• Familiarity with campaign setup, DID routing, dial plan management, call recordings, and reporting in VICIdial.
• Ability to work flexible hours to cover support for Australian and US time zones.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.

Preferred Qualifications:

• Experience working in a BPO or outbound sales environment.
• Familiarity with CRM integrations (Zoho, Salesforce, HubSpot, etc.).
• Knowledge of security best practices related to dialer systems.
• Ability to train and support non-technical users.

Work Schedule:

• Flexible/Rotational Shifts
• Must be available for AU and US business hours as per support demand.

Compensation:

Competitive salary based on experience + performance-based incentives.

Clarity Networks | Wholesale Solutions for ISP’s, RSPs, UCaaS, & CPaaS

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

• Flexible schedule

Shift:

• Rotational shift

Work Days:

• Monday to Friday
• Weekend availability

Experience:

• Vici Dialer : 2 years (Required)

Work Location: In person