Note: The job is a remote job and is open to candidates in USA. CGI is seeking a skilled Senior Alvaria Dialer Technical System Administrator to join its Contact Center Support team. The role manages and maintains enterprise-scale dialer systems supporting high-volume mortgage and lending campaigns, including system configuration, performance optimization, troubleshooting, integrations, compliance, and production support.
Responsibilities
- Work closely with Alvaria vendor resources to perform system upgrades and enhancements
- Make recommendations to improve call statistics and operational performance
- Partner with Run the Bank teams to resolve production issues
- Utilize advanced SQL to support forecasting, modeling, and performance optimization
- Identify and communicate opportunities to improve service levels; recommend and drive solutions
- Support business continuity events and provide after hours and weekend support for releases and production changes
- System Configuration & Maintenance: Set up, configure, and maintain outbound dialing systems to support campaign execution
- Performance and Compliance Monitoring: Monitor call pacing, agent utilization, and system performance to improve connect rates and reduce dropped calls
- Troubleshooting & Support: Diagnose and resolve dialer issues, coordinate with vendors or IT, and ensure system uptime
- Integration & Compliance: Ensure seamless integration with CRM, Voice Infrastructure and other contact center tools, and maintain compliance with Corporate Security Policies
- Additional duties as assigned
Skills
- . Bachelor's degree in an information technology field
- . 8+ years of experience with call center outbound dialer technologies
- . Analytical & Problem‑Solving: Ability to interpret data, make data‑driven decisions, and troubleshoot complex systems
- . Collaboration: Work closely with IT, call center operations, and compliance teams to align technical strategy with business goals
- . 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+ year of hands on Linux OS experience (RHEL 7+ preferred) with detailed knowledge of software installation and network troubleshooting
- . 2+ years PostgreSQL and transact psql experience
- . Experience with ServiceNow, Archer, and Postgres databases
- . 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 such as TCPA, FDCPA, Do Not Call, and other compliance frameworks
- . Experience with CyberArk preferred
Benefits
- 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
Company Overview
Company H1B Sponsorship