Senior Dialer System Specialist - CX & Omnichannel Journey Optimizatio S.P Madrid and Associates

Job Summary

We are seeking a strategic and deeply technical Senior Dialer System Specialist to architect and optimize our entire customer contact ecosystem. You will move beyond traditional dialer management to own the full Customer Journey, leveraging CPaaS (Communications Platform as a Service), data-driven testing, and workflow automation to ensure SLA compliance, maximize recoveries, and enhance agent productivity.

This role is for a visionary technical expert who sees the dialer as the heart of a sophisticated, data-driven CX engine. Indian nationals are welcome and encouraged to apply. Key Responsibilities CX & Journey Architecture: Design, map, and implement end-to-end customer journey workflows.

Strategically sequence communication channels (Voice, SMS, Email) to create the most effective and compliant contact strategy for different customer segments. CPaaS Platform Management: Serve as the subject matter expert for our CPaaS stack (Twilio) and integrated services (SendGrid, SMS providers), ensuring we leverage their full capabilities for automation, reporting, and innovation.

Dialer Ecosystem Ownership: Take full ownership and governance of the Vicidial environment, its integrations with the CRM and all communication channels, ensuring peak performance and stability.

Data-Driven Optimization via A/B Testing: Develop and run controlled A/B tests (e.g., different call scripts triggered by disposition, email vs. SMS first-touch, dialing modes per segment) to continuously refine strategies based on empirical data (e.g., promise-to-pay rates, right-party contact). SLA & Performance Engineering: Proactively engineer dialer campaigns and routing logic to not just meet, but intelligently exceed customer SLAs, using predictive analytics to anticipate volume and allocate resources.

Strategic Reporting & Insights: Move beyond operational reporting to provide strategic insights on journey effectiveness, channel performance, and customer behavior to senior leadership. Mentorship & Training: Elevate the entire operation by training team leads and agents on new CX workflows and mentoring junior technical staff on best practices. Required Qualifications & Experience 8+ years of progressive, hands-on experience in administering, configuring, and strategically optimizing Vicidial in a large-scale, complex environment (2000+ seats preferred). Proven expertise in CPaaS platforms, specifically Twilio or similar, with experience integrating voice, SMS, and email functionalities into a unified workflow.

Demonstrable experience in Customer Journey Mapping and workflow automation within a contact center context. Strong portfolio of A/B Testing and data-driven experimentation to improve contact strategy outcomes (e.g., contact rates, resolution rates).

Deep technical knowledge of telephony infrastructure (SIP, GSM gateways) and omnichannel integrations. Advanced Analytical Skills: High proficiency with data analysis tools (e.g., SQL, advanced Excel, data visualization) to derive insights and prove ROI on initiatives. A solid understanding of contact center compliance frameworks (TCPA, FDCPA).

Excellent strategic communication and stakeholder management skills. What We Offer A permanent, leadership-level role with the autonomy to shape our customer contact strategy. A competitive salary and comprehensive benefits package. The opportunity to work with a large-scale, complex technology stack and make a direct impact on business outcomes. A dynamic and fast-paced work environment in Manila. [HMO, performance bonuses, etc.]