Role Overview
This role supports banking related campaigns and provides technical support to multiple groups based in various locations. The technical system administrator is a key part of the team, ensuring that dialer systems run efficiently, meet regulatory requirements, and support high‑volume call center operations. The Sr. Alvaria/Noble Dialer Technical System Administrator position is responsible for managing and maintaining enterprise-scale dialers, 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.
Key Responsibilities
- Work closely with Alvaria vendor resources to perform system upgrades and enhancements.
- Make recommendations to improve call statistics and operational performance.
- Partner with 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.
- Bachelor’s degree in Computer Science, Information Technology, or related 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 (Genesys, 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 Windo.s 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.
Location: Pittsburgh, PA (relocation assistance is offered)
About Techstra Solutions
Techstra Solutions is a certified woman-owned (WBENC) management consulting firm specializing in strategy, technology, and implementation services for large organizations undergoing digital and talent transformation. Our experienced team partners with clients to co-create innovative solutions in applications, data, AI, and automation that accelerate measurable, sustainable change. From advisory consulting through technical execution, we are dedicated to driving world-class business solutions that fit your strategic requirements and deliver results. For more information: www.techstrasolutions.com
Skills Required
- Bachelor's degree in Computer Science, Information Technology, or related field
- 8+ years of experience with call center outbound dialer technologies
- Hands-on experience with Alvaria or Noble outbound dialer platforms, dialer configurations, and list management
- Strong troubleshooting background in contact center technologies, including Verint and Alvaria
- Experience with contact center platforms (Genesys, Avaya, Verint, NICE, Aspect)
- Advanced SQL skills for forecasting, modeling, and performance optimization
- 2+ years PostgreSQL and psql (transact psql) experience
- 4+ years hands-on Linux OS experience (RHEL 7+ preferred)
- Experience with ServiceNow, Archer, and Postgres databases
- Experience with CyberArk
- Working knowledge of Windows Server and Microsoft Internet Information Services (IIS)
- Strong communication skills with ability to lead discussions and host meetings
- Ability to support production changes after hours, including nights and weekends, and participate in business continuity events
- Working knowledge of regulatory and compliance requirements related to dialer operations (TCPA, FDCPA, Do Not Call)
- Experience coordinating system upgrades and enhancements with vendor resources
What We Do
Techstra Solutions is a certified woman-owned consulting firm that provides strategy, technology and implementation support to large organizations undergoing digital and talent transformation. The rapid pace of technology innovation required to remain competitive, juxtaposed with the slow rate of change in many organizations, causes most to struggle. To be successful companies must drive new ways of working including the use of technology/analytics and new skillsets (hard/soft) deep into their culture so that they are able to rapidly and continuously react to change. They must also apply new approaches that empower their employees, ensuring its sustainability. At Techstra Solutions we focus on four key areas, otherwise known as the 4 A’s: Automation (Robotic Process Automation (RPA)/Intelligent Automation), Analytics (Reporting/Analytics/AI/ML), Application Modernization (Cloud, Mobility, etc), and Agile-based solutions (DevOps).
