Dialer Developer - CCaaS

The Dialer Developer is responsible for designing, developing, and maintaining automated dialing solutions within a Contact Center as a Service (CCaaS) platform. This role focuses on integrating dialer technology with other systems, optimizing outbound and inbound campaigns, and ensuring compliance with industry regulations. The Dialer Developer collaborates closely with contact center operations, IT teams, and business stakeholders to deliver scalable, efficient, and compliant dialer solutions.

This role is essential for driving successful outbound contact strategies, ensuring compliance, and maximizing the efficiency and effectiveness of contact center operations through advanced dialer solutions.

**Your future duties and responsibilities**

. Dialer Solution Development Design and implement automated dialer solutions (predictive, progressive, preview, and manual modes) using CCaaS platform tools and APIs. Develop and maintain dialing strategies to maximize contact rates and campaign effectiveness. Integrate dialer with CRM, lead management, and other backend systems for real-time data synchronization. Develop and maintain scripts for campaign automation, lead management, and reporting

. Campaign Management Configure and manage outbound campaigns, including list management, call pacing, and scheduling. Monitor campaign performance, analyze results, and optimize dialing parameters based on analytics.

. Compliance & Security Ensure dialer operations comply with regulatory requirements (e.g., TCPA, DNC lists, privacy laws). Implement call recording, consent management, and data security best practices.

. Quality Assurance & Support Develop and execute test plans for dialer features and campaign workflows. Troubleshoot and resolve dialer-related issues, providing ongoing support to operations teams.

. Reporting & Analytics Generate and analyze reports on dialer performance, agent productivity, and campaign outcomes. Provide actionable insights and recommendations for continuous improvement.

. Documentation & Training Create and maintain technical documentation, user guides, and training materials.

**Required qualifications to be successful in this role**

. Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

. 3+ years of experience in dialer development and outbound campaign management within a CCaaS environment (e.g., Genesys Cloud, NICE inContact, Five9, Amazon Connect).

. Proficiency in scripting and automation tools relevant to dialer configuration.

. Strong understanding of telephony concepts (SIP, ACD, CTI, call routing).

. Experience with API integrations and backend system connectivity.

. Knowledge of compliance and regulatory standards for outbound dialing.

. Analytical mindset with strong problem-solving skills.

. Excellent communication and documentation abilities.

Preferred Qualifications

. Experience with omnichannel campaign management.

. Familiarity with speech analytics and call monitoring tools.

. Certifications in relevant CCaaS platforms.

. Project management experience.

Key Competencies

. Results-oriented and proactive approach

. Attention to detail

. Strong analytical and troubleshooting skills

. Collaborative team player

. Adaptability to evolving technologies and regulatory environments

Dialer development in a CCaaS environment is highly reliant on

. Platform APIs and SDKs

. Telephony protocols

. Cloud-native services

. Modern programming languages and frameworks

. Robust integration and compliance tools

"CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $80,000–$130,000. This role is an existing vacancy."

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**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.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

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