[Hiring] Senior Dialer Technical System Administrator @CGI

Role Description

CGI is seeking a skilled Sr. Dialer System Engineer/Administrator to join our Contact Center Support team. This role supports the management of a large bank's Mortgage and Lending Campaigns and provides technical support to multiple groups based in various locations. The technical system administrator is a key part of the Care Center team, ensuring that dialer systems run efficiently, meet regulatory requirements, and support high-volume call center operations.

The Sr. Alvaria Dialer Technical System Administrator position is responsible for managing and maintaining the company's enterprise scale dialer, ensuring optimal performance, compliance, and integration with other systems. This role will identify and research data anomalies, partner closely with business leaders to understand day-to-day operations, and assess the impact of upcoming initiatives. Strong collaboration across business and technology teams is critical to success.

• 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

Qualifications

• 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+ years 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
• 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 such as TCPA, FDCPA, Do Not Call, and other compliance frameworks.

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