Note: The job is a remote job and is open to candidates in USA. CGI is seeking a Senior Alvaria Dialer Technical System Administrator to support a large bank’s Mortgage and Lending Campaigns and its contact center support operations. The role manages and maintains enterprise dialer systems, monitors performance and compliance, resolves production issues, and coordinates system integrations and enhancements.
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
- Candidates should bring strong analytical and critical thinking skills, effective communication, and experience working within contact center workforce management environments
- 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
- 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 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
- Business Analysis
- Contact Centre Routing Sol
- RHEL 7+ preferred
- 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