Senior Alvaria Dialer Technical System Administrator
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Job Description
Senior dialer administrator managing Alvaria systems for CGI’s mortgage and lending contact center operations. Supporting campaign performance, integrations, compliance, upgrades, and production reliability.
Responsibilities:
- Manage and maintain the enterprise-scale dialer for mortgage and lending campaigns
- Provide technical support to multiple groups in various locations
- Ensure dialer systems run efficiently, meet regulatory requirements, and support high-volume call center operations
- Identify and research data anomalies
- Partner with business leaders to understand day-to-day operations and assess upcoming initiatives
- Collaborate across business and technology teams
- Work with Alvaria vendor resources on system upgrades and enhancements
- Recommend improvements to call statistics and operational performance
- Partner with Run the Bank teams to resolve production issues
- Use advanced SQL to support forecasting, modeling, and performance optimization
- Identify and communicate service-level improvement opportunities; recommend and drive solutions
- Support business continuity events and provide after-hours/weekend support for releases and production changes
- Set up, configure, and maintain outbound dialing systems for campaign execution
- Monitor call pacing, agent utilization, and system performance to improve connect rates and reduce dropped calls
- Diagnose and resolve dialer issues, coordinate with vendors or IT, and ensure system uptime
- Integrate dialer systems with CRM, voice infrastructure, and other contact center tools
- Maintain compliance with Corporate Security Policies
- Perform additional duties as assigned
Requirements:
- Bachelor's degree in an information technology field
- 8+ years of experience with call center outbound dialer technologies
- Ability to interpret data, make data-driven decisions, and troubleshoot complex systems
- Strong troubleshooting background in contact center technologies, including Verint and Alvaria
- Hands on experience with Alvaria or Noble outbound dialer platforms, dialer configurations, and list management experience required
- Strong analytical and problem solving skills, particularly in outbound dialer environments
- Experience with contact center platforms (Avaya, Verint, NICE, Aspect)
- 4+ years of hands-on Linux OS experience; RHEL 7+ preferred
- Detailed knowledge of software installation and network troubleshooting
- 2+ years PostgreSQL and transact psql experience
- Experience with ServiceNow, Archer, and Postgres databases
- Experience with CyberArk preferred
- Strong communication skills with the ability to lead discussions and host meetings
- Ability to support production changes after hours, including nights/weekends, and participate in business continuity events
- Working knowledge of Windows Server and Microsoft Internet Information Services
- Working knowledge of regulatory and compliance requirements related to dialer operations, including TCPA, FDCPA, Do Not Call, and other compliance frameworks
- Ability to successfully complete a background investigation
- Qualified applicants must meet applicable U.S. employment requirements
Benefits:
- Competitive compensation
- Comprehensive insurance options
- Matching contributions through the 401(k) plan and the share purchase plan
- Paid time off for vacation, holidays, and sick time
- Paid parental leave
- Learning opportunities and tuition assistance
- Wellness and Well being programs
- CGI Partners participate in collective success and actively shape the company’s strategy and direction
- Opportunities to develop innovative solutions and build relationships with teammates and clients
- Global capabilities, industry and technology expertise
- Support from leaders focused on health and well-being
- Opportunities to deepen skills and broaden horizons
- Reasonable accommodations for qualified individuals with disabilities
- Military experience and skills translation resources
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