{"id":1578412,"url":"https://alion.io/job/ketto-org-dialer-operations-specialist","title":"Dialer Operations Specialist","company":{"id":39806,"name":"Ketto.org","domain":"ketto.org","url":"https://alion.io/company/ketto-org","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"B","score":75,"open_postings":6,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":true}],"status":"live","first_seen_at":"2026-10-01T04:37:07Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-29T15:57:22Z","board_verified":true,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"description":"Key Responsibilities\nDialer Management - Manage the day-to-day operations of the dialer platform, including configurations, campaigns, users, numbers, and calling rules.\nAgent Management - Add, remove, and manage agent accounts, extensions, call permissions, and dialer access.\nCampaign Management - Create and configure calling campaigns based on business requirements, including agent allocation, calling lists, schedules, and campaign rules.\nNumber/DID Management - Manage DIDs and outbound calling numbers, including allocation, mapping, activation, and deactivation.\nCall Routing & IVR Management - Support configuration and maintenance of IVR flows, call routing, queues, and inbound/outbound call journeys.\nCall Monitoring - Monitor dialer performance and identify issues related to call connectivity, failed calls, dropped calls, busy rates, and other call-quality parameters.\nCall Recording Management - Ensure call recordings are being captured correctly and are accessible for operational, quality, and compliance requirements.\nDialer Reporting - Prepare daily/weekly reports covering:Calls attempted\nCalls connected\nMissed calls\nCall duration\nAgent-wise calling performance\nCampaign-wise performance\nFailed/unsuccessful calls\nInbound vs. outbound calls\n\nTroubleshooting - Identify and resolve dialer-related issues such as call failures, routing problems, agent login issues, number issues, and connectivity problems.\nVendor Coordination - Coordinate with dialer/telephony vendors such as Ozonetel or other service providers for configuration, troubleshooting, new number requirements, and escalations.\nSIM/GSM Gateway Coordination - Coordinate with the relevant teams for SIM/GSM gateway-related requirements, number mapping, connectivity, and troubleshooting.\nSIP/DID Management - Support SIP trunk, DID, and routing-related configurations and coordinate with vendors for provisioning and troubleshooting.\nSpam/Number Health Monitoring - Monitor outbound numbers for spam tagging, blocking, or reduced connectivity and coordinate corrective actions with the telecom/dialer vendor.\nUser Access Management - Maintain accurate records of dialer users, access levels, extensions, numbers, and campaign assignments.\nData & MIS Management - Maintain accurate dialer-related data and ensure reports are aligned with CRM and operational data.\nProcess Documentation - Document dialer configurations, escalation processes, troubleshooting steps, and standard operating procedures.\nPerformance Optimization - Identify opportunities to improve call connect rates, agent productivity, routing efficiency, and overall dialer performance.\nCompliance & Security - Ensure calling operations, recordings, numbers, and access are managed in accordance with company policies and applicable regulatory requirements.\nKey Deliverables\nThe person will be responsible for maintaining:\nDialer user/agent master\nDID and number inventory\nCampaign configuration tracker\nIVR and call-routing documentation\nSIP/DID configuration records\nDaily dialer performance report\nCall failure and issue tracker\nVendor escalation tracker\nCall recording availability\nSpam/number health tracker\nAgent access and permission tracker\nPreferred Skills\nThe candidate should ideally have experience with:\nDialer/telephony platforms\nOzonetel or similar cloud telephony platforms\nIVR and call-routing configuration\nSIP/DID management\nGSM gateways\nCall reporting and MIS\nCRM and telephony integrations\nBasic troubleshooting of telephony issues\nVendor management and escalation\nExcel/Google Sheets and data analysis\nThis role will be critical for ensuring stable calling operations, better agent productivity, faster resolution of telephony issues, accurate reporting, and effective management of our dialer infrastructure.","description_format":"text","description_chars":3782,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Crowdfunding & P2P 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