UG
We are looking for a Telephony & Auto-Dialer Specialist (Strategic Partner) to build, optimize, and maintain our telephony infrastructure and auto-dialer systems. This role will play a critical part in scaling our outreach operations, maintaining strong contact rates, and ensuring reliable communication systems so our call center team can focus on closing deals. The ideal candidate is highly technical, analytical, proactive, and enjoys solving problems. You should be comfortable taking ownership of telephony systems, troubleshooting technical issues, analyzing performance data, and continuously looking for ways to improve our call center operations. You will work closely with our Call Center Manager and collaborate with a team of marketing and call center professionals. Key Responsibilities Dialer Setup & Buildout Set up, configure, and launch Talkdesk dialer systems. Configure users, dialing settings, campaigns, call flows, and related telephony features. Build and optimize IVRs, phone trees, and call routing workflows. Ensure systems are properly configured for efficient day-to-day operations. System Maintenance & Optimization Regularly monitor system and line health. Manage phone number pools and optimize number usage. Monitor and improve caller-ID reputation and answer rates. Identify potential spam-labeling issues and implement remediation strategies. Continuously evaluate and optimize dialer performance. Campaign & Workflow Management Create, manage, and adjust daily and weekly dialing campaigns. Configure dialing schedules, call flows, and campaign settings. Ensure lead lists and campaigns are properly mapped and ready for agents. Make recommendations to improve contact and conversion rates. Technical Troubleshooting & Support Quickly diagnose and resolve dropped calls, audio-quality issues, connectivity problems, and platform issues. Troubleshoot user permissions and agent-related technical issues. Identify whether issues originate from the dialer, network, VoIP configuration, or user environment. Provide timely technical support during critical call center operating hours. Analytics & Reporting Monitor key performance indicators such as: Connection rates Answer rates Drop rates Agent talk time Campaign performance Number and caller-ID performance Generate regular performance reports and identify trends or opportunities for improvement. Provide data-driven recommendations to continuously improve the call center's telephony infrastructure. Data & List Management Import and manage CSV/XLS lead lists. Perform data mapping and list scrubbing. Ensure lead data is properly formatted and compatible with dialing campaigns. Maintain accurate and organized databases and campaign records. Documentation & Process Improvement Document call flows, system configurations, troubleshooting procedures, and technical processes. Create and maintain SOPs and user guides. Identify inefficiencies and recommend technology-driven solutions. Continuously improve the reliability, scalability, and effectiveness of our call center systems. Required Qualifications Hands-on experience setting up and managing Talkdesk or similar dialer platforms. Strong knowledge of telephony, VoIP, and call center technology. Understanding of phone number purchasing, caller-ID reputation, and STIR/SHAKEN compliance. Experience with spam remediation and maintaining strong answer rates. Strong technical troubleshooting and problem-solving skills. Experience managing CSV/XLS lead lists, data mapping, list scrubbing, and databases. Strong analytical skills with the ability to interpret call center performance data. Excellent written and verbal English communication skills. Ability to clearly document technical processes and create SOPs. Strong attention to detail and ability to work independently. Preferred Qualifications Experience with First Orion or other dial remediation platforms. Experience working with AccuLynx CRM. Experience with Hatch SMS. Experience supporting high-volume outbound call centers. Experience optimizing caller-ID reputation and contact rates. Technology Stack Talkdesk – Required AccuLynx CRM Hatch SMS First Orion – Plus Schedule Submit your application and resume to maglalanglc@gmail.com with the subject line: Telephony & Auto-Dialer Specialist – Strategic Partner Pay: Php80,000.00 per month Work Location: Remote
UG
