Dialer Administrator

Attain Finance•London, KY

8d•$55,000 - $70,000

About The Position

The Dialer Administrator manages the day-to-day administration, configuration, and operational support of Attain Finance’s enterprise outbound dialer platform. The role ensures dialing strategies and customer contact activities are reliable, secure, compliant, and supportive of Collections, Customer Service, Sales, and other business functions. It serves as the primary subject-matter expert for campaign configuration, dialing strategies, routing logic, data integration, reporting, and production support, collaborating with business stakeholders, Technology, Compliance, Legal, Workforce Management, Contact Center Operations, and external vendors. The position is scheduled Monday through Friday, 7:00 AM–4:00 PM EST. Additional evening and weekend hours may be required based on business needs, and the role participates in a rotating one-week-on, one-week-off on-call schedule for after-hours support. Work may be hybrid or remote based on business needs, with occasional travel possible for project meetings, vendor engagements, or company events. The base salary range is $55,000–$70,000 USD. Full-time salaried employees are eligible for benefits starting on day one, including a Flexible Paid Time Off Program, medical, dental, vision, life insurance, disability, and other voluntary coverages. Employees may participate in the 401(k) program beginning the first of the month after 30 days of employment, with a company match.

Requirements

Minimum of 5 years of experience in customer communications, digital engagement, contact center strategy, operations, or process optimization.
Demonstrated experience leading cross-functional initiatives and process improvement projects.
Expertise in platform administration and campaign configuration.
Knowledge of predictive, progressive, preview, and manual dialing strategies.
Technical troubleshooting, root-cause analysis, system testing, and validation skills.
Understanding of APIs, system integrations, data interfaces, and workflow concepts.
Data analysis, reporting, and performance-monitoring capabilities.
Attention to regulatory and compliance requirements, including consent, calling windows, contact preferences, and Do Not Call controls.
Awareness of data privacy, information security, documentation, and governance requirements.
Attention to detail and ability to manage multiple campaigns and competing priorities.
Organizational and time-management skills under time-sensitive deadlines.
Effective written and verbal communication skills, including ability to explain technical issues in clear business language.
Stakeholder management and collaboration skills with technical and non-technical teams.
Process and continuous improvement mindset.
Availability for after-hours support on a rotating one-week-on, one-week-off on-call schedule.
Ability to work the stated Monday–Friday schedule, with additional evening and weekend hours as business needs require.

Nice To Haves

Bachelor's degree in Business Administration, Marketing, Communications, Information Systems, or a related discipline.
Experience managing SMS communication programs or digital customer engagement strategies.
Experience with Five9 or comparable contact center platforms.
Experience in financial services, consumer finance, or regulated industries.

Responsibilities

Administer and maintain the enterprise outbound dialer platform, including users, security roles, permissions, access controls, and platform settings.
Build, configure, test, and deploy outbound campaigns, dialing strategies, routing rules, and queues using predictive, progressive, preview, and manual dialing methodologies.
Maintain calling windows, time-zone controls, campaign priorities, pacing, retry logic, and contact rules.
Manage campaign lists and validate data, segmentation, suppression criteria, and file accuracy before deployment; ensure approvals are obtained through established change management processes.
Configure and execute dialing campaigns in accordance with TCPA, FDCPA, and other applicable requirements, including controls for consent, contact frequency, Do Not Call requests, and suppression rules.
Maintain records of campaign configurations, approvals, controls, and system changes; support compliance audits and work with Compliance and Legal to implement required changes.
Monitor platform performance, campaign execution, system capacity, and data processing; investigate and resolve failed loads, dialing errors, routing issues, and integration failures.
Work with platform providers and vendors to resolve technical issues; support incident management and root-cause analysis, and escalate significant issues to the appropriate Technology or business teams.
Produce recurring operational and campaign performance reports and dashboards, monitoring metrics such as contact rate, right-party contact rate, abandonment rate, agent occupancy, penetration rate, and conversion or resolution rate.
Analyze campaign performance and operational trends to recommend improvements to dialing strategies, pacing, routing, contact strategies, and automation.
Support platform upgrades, releases, new functionality, integrations, and user acceptance testing; maintain accurate platform configuration and operating documentation.
Participate in production support and after-hours escalation processes as required.
Complete additional duties and projects assigned by leadership.