Team Lead Predictive Dialer Tech

SmartIT is looking to fill a position of a Team Lead Predictive Dialer Technology for a local client in Indianapolis, IN. Candidate will have in-depth knowledge of various predictive dialing systems (Ontario Systems and Noble Systems preferred) along with a practical understanding of call recording solutions (NICE Systems, Witness and/or Verint experience a plus).



The position will play a critical role in understanding business needs/environments for multiple collections divisions; translating those requirements into a best-in-class dialer architecture, using standard IT practices
. This position is responsible for the day-to-day management and monitoring of dialer technologies and/or platforms, related adjuncts; to include any recording and/or reporting platforms which support those technologies and the ongoing maintenance and operational upkeep of those systems. The individual will also be responsible for analyzing and recommending technology solutions suited towards those lines of business, as well as project management responsibilities. In addition to supervising a small staff, the individual will assist with remote support and repair of equipment located at other sites.




MINIMUM REQUIREMENTS
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MUST HAVE at least 5 recent years of experience with predictive dialer systems:

o Ontario Systems

o Interactive Intelligence

o Noble Systems - preferred

o Aspect

o Avaya

o IAT


MUST HAVE at least 5 recent experience supporting, designing, implementation and administration of dialer platforms.


MUST HAVE knowledge/understanding of voice & data network design and call center infrastructure


MUST HAVE at least 3 years supervisory experience - (this role will manage 2-3 people)


MUST HAVE interaction with call centers - This role will work with an area of the business that is fast paced and will have to interface frequently with the call center management team


MUST HAVE PBX - preferably AVAYA, but will now accept any PBX experience.



Bachelor's degree or equivalent work experience




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Proven track record of support due diligence; to include needs-analysis, design, implementation and administration of dialer platforms (minimum 5 years experience)




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Comprehensive understanding of voice & data network design and call center infrastructure; to include predictive dialer technologies (minimum 5 years experience)




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Demonstrated leadership and project managements skills (minimum 5 years experience)




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Strong presentation and interpersonal skills




. Previous inbound/outbound call center technology experience

Job Experience:

Predictive Dialer Systems, PBX