Sr. Alvaria Dialer Technical System Administrator

Position Description:

CGI is seeking a skilled Sr. Dialer System Engineer/Administrator to join our Contact Center Support team. This role supports the management of a large bank's Mortgage and Lending Campaigns and provides technical support to multiple groups based in the various locations. The technical system administrator is a key part of the Care Center team, ensuring that dialer systems run efficiently, meet regulatory requirements, and support high-volume call center operations.

The Sr. Alvaria Dialer Technical System Administrator position is responsible for managing and maintaining the company's enterprise scale dialer, ensuring optimal performance, compliance, and integration with other systems. This role will identify and research data anomalies, partner closely with business leaders to understand day to day operations, and assess the impact of upcoming initiatives. Strong collaboration across business and technology teams is critical to success.

Candidates should bring strong analytical and critical thinking skills, effective communication, and experience working within contact center workforce management environments.

Core 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

Required Skills & Qualifications

• 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.

• Collaboration: Work closely with IT, call center operations, and compliance teams to align technical strategy with business goals.

• 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 (RHEL 7+ preferred) with detailed knowledge of software installation and network troubleshooting.

• 2+ years PostgreSQL and transact psql experience

• Experience with ServiceNow, Archer, and Postgres databases

• Experience with CyberArk preferred

• Strong communication skills with the ability to lead discussions and host meetings

• Ability to support production changes after hours, including nights/weekends, and participate in business continuity events

• 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.

Other Information: CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $79,600.00 $176,300.00. CGI's benefits are offered to eligible professionals on their first day of employment to include:

• Competitive compensation

• 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

CGI anticipates accepting applications for this position through 10/31/26.

Skills:

• Business Analysis

• Contact Centre Routing Sol.

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because...

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.