[Remote] Sr. Alvaria Dialer Technical System Administrator

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 manage and maintain enterprise-scale dialer systems supporting a large bank’s mortgage and lending campaigns. The role focuses on system performance, regulatory compliance, integrations, troubleshooting, upgrades, and collaboration with business and technology teams.

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
• Analytical & Problem‑Solving: Ability to interpret data, make data‑driven decisions, and troubleshoot complex systems
• 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
• 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
• Experience with CyberArk preferred
• RHEL 7+ 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

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