Job Overview:
We are seeking a highly motivated and experienced LiveVox Dialer Administrator to manage, support, and optimize dialer operations within a fast-paced U.S. debt collections contact center environment. The successful candidate will be responsible for ensuring dialer efficiency, campaign performance, and regulatory compliance while supporting overall business objectives. This role operates in alignment with U.S. business hours, consisting of 10-hour workdays from Monday to Friday, with flexibility based on operational requirements, and requires close collaboration with internal teams and clients to ensure performance standards and compliance requirements are consistently met.
The Dialer Administrator will be responsible for configuring and managing LiveVox dialing strategies, including Predictive, Power, Preview, and Manual dialing modes, while ensuring strict adherence to U.S. regulatory requirements such as TCPA, FDCPA, and other consumer protection regulations.
This position plays a critical role in ensuring efficient campaign performance, optimizing contact rates, supporting real-time operational needs, and providing actionable insights through analytics and reporting. The successful candidate will act as the primary point of contact for dialer-related issues, deliver operational support, and drive continuous improvement in dialing performance.
Key Responsibilities:
- Dialer Campaign Management
- Configure, implement, and manage LiveVox dialer campaigns based on operational strategies and business requirements.
-
Manage and optimize dialer settings to maximize contact rates and agent productivity.
-
Ensure all campaigns comply with U.S. dialing regulations, including time-of-day restrictions and consent requirements.
-
Conduct regular audits of campaign configurations to ensure consistency and accuracy.
-
Monitoring and Real-Time Adjustments
- Perform real-time monitoring of dialer performance, including call connectivity, contact rates, and agent utilization.
-
Analyze key dialer metrics and provide recommendations to enhance campaign effectiveness, productivity, and overall performance.
-
Proactively identify and resolve system or campaign performance issues.
-
Analytics and Reporting
- Generate and deliver scheduled and ad-hoc performance reports to stakeholders, including management and business clients.
-
Analyze campaign data to identify trends, gaps, and areas for improvement.
-
Technical Expertise
- Leverage expertise in Power BI Reporting, Excel, and SQL databases to analyze dialer performance metrics and deliver actionable insights.
-
Support LiveVox platform configuration, including campaign setups, skill assignments, and dialing rules.
-
Coordinate testing of dialer functionality and campaign configurations prior to production deployment.
-
Collaborate with Operations, IT teams, LiveVox support and vendors to troubleshoot technical issues.
-
Incident Management and Troubleshooting
- Act as the first point of contact for dialer-related incidents and escalate issues as necessary.
-
Provide on-floor, telephonic, and written support to clients for dialer-related inquiries and troubleshooting.
-
Develop and document incident resolution procedures for future reference.
-
Conduct post-incident reviews to identify preventive measures.
-
Continuous Improvement
- Identify and implement opportunities for improving the dialer strategy to optimize the dialer's performance and efficiency, driving improvements in its overall effectiveness.
-
Stay updated with new dialer technologies and recommend system upgrades or enhancements.
-
Collaboration with Teams
- Work closely with IT teams, operations, and client representatives to align dialing strategies, enhance performance, troubleshoot issues, and address other aspects that are related to the dialer.
-
Facilitate clear communication between technical and operational teams to streamline issue resolution.
-
Compliance and Data Security
- Ensure all dialer activities comply with U.S. regulations such as TCPA, FDCPA, CFPB Regulation F, and Do Not Call requirements.
-
Configure dialer controls including time-zone restrictions, call attempt limits, and abandonment thresholds.
-
Maintain and enforce internal and external DNC and suppression lists.
-
Ensure proper caller ID usage and telephony authentication (STIR/SHAKEN).
-
Maintain compliance with data security standards such as ISO 27001 and regularly review access controls to ensure compliance with data protection standards.
-
Documentation and Process Management
- Develop and maintain comprehensive documentation for dialer configurations, processes, and troubleshooting guidelines.
-
User Access Management
- Ensure user access to business systems and operational streams is aligned with established business and security requirements.
-
Maintain accurate and up-to-date employee access records across multiple systems, including managing access for user onboarding and offboarding specifically within CRM/collection-related platforms such as LiveVox, Zoom, and Artiva.
-
Regularly review and validate user roles to ensure access permissions match current job responsibilities and organizational policies.
-
Ensure call flow and routing to agents is monitored and maintained based on business needs to support proper user access and operational efficiency.
-
Collaborate with IT, HR, and Operations teams to ensure timely processing of access changes and adherence to compliance standards.
-
Perform periodic access audits to identify discrepancies, remove outdated permissions, and strengthen overall access control hygiene.
Qualifications and Experience:
- Diploma or Degree in IT, Computer Science, or a related field.
-
Minimum 3 years of experience with LiveVox or similar cloud dialer systems.
-
Expertise in Microsoft SQL (MSSQL) for data querying and manipulation.
-
Experience with PostgreSQL is desirable.
-
Proficiency in Power BI and Excel for data visualization and reporting.
-
Solid understanding of contact center operations, systems, and processes.
-
Proven ability to analyze data and present actionable insights to management.
-
Strong knowledge of U.S. dialing compliance regulations, including TCPA, FDCPA, CFPB Regulation F, and Do Not Call requirements
-
Experience in conducting comparative testing, such as A/B testing, to validate and improve dialer strategic decisions.
Key Skills and Attributes:
- Exceptional communication skills, both written and verbal.
-
Strong problem-solving and analytical abilities.
-
Excellent organizational and time management skills.
-
Ability to work independently and collaboratively within a team.
-
Adaptability to work under pressure and meet tight deadlines.
-
High attention to detail and commitment to delivering quality results.
Additional Requirements:
- Willingness to work U.S. operational shifts, typically structured as 10-hour workdays from Monday to Friday, with flexibility based on operational requirements.
-
Understanding of debt collections (preferred).
