VICIdial Support Engineer

About the Role: We are looking for a dedicated and technically sound VICIdial Support Staff member to join our support team. You will be responsible for ensuring the smooth operation of the VICIdial dialer system, assisting agents and administrators with issues, performing basic troubleshooting, and escalating advanced issues to senior IT or development teams when required. ______________ Key Responsibilities: Provide Level 1/Level 2 support for VICIdial issues, including login problems, campaign errors, and system performance concerns. Troubleshoot and resolve common dialer-related issues for call center agents and supervisors. Monitor VICIdial servers and ensure uptime and performance metrics are met. Create and manage user profiles, campaigns, lists, and call routing within VICIdial. Assist with installing, configuring, and maintaining VICIdial and supporting software (Asterisk, Linux, MySQL, etc.). Collaborate with IT/network teams to resolve VoIP, networking, and SIP trunking issues. Document common issues and solutions for internal knowledge base. Escalate unresolved issues to system admins or vendors as needed. ______________ Required Skills & Qualifications: Minimum 1 year of experience with VICIdial or similar dialer systems (e.g., GoAutoDial, FreePBX). Basic understanding of Linux (CentOS/Ubuntu) commands and file navigation. Familiarity with VoIP technologies and SIP protocols. Ability to troubleshoot agent and system-side dialer issues. Strong communication and interpersonal skills to support non-technical users. Willingness to work in shifts (24x7 support, if required). ______________ Preferred (Nice to Have): Experience with Asterisk, MySQL, or networking (firewalls, NAT, etc.). Knowledge of campaign setup logic (auto-dial, predictive, manual dial). Basic scripting skills (Bash, PHP) for automation and customization. Experience in a high-volume call center environment. ______________ Reporting to: VICIdial Administrator / IT Support Manager / Call Center Operations Head Job Types: Full-time, Permanent Pay: ₹25,000.00 - ₹35,000.00 per month Benefits: Flexible schedule Paid sick time Shift: Rotational shift Work Days: Monday to Friday Weekend availability Work Location: In person Application Deadline: 18/06/2025 Expected Start Date: 23/06/2025