Summary: The Dialer & Compliance Technical Lead at NAVA Software Solutions is responsible for optimizing customer lifecycle management through effective oversight of outbound dialing capabilities and compliance. This role involves collaboration with various stakeholders to ensure compliance, enhance system performance, and support the daily operations of contact center solutions. The position requires a blend of analytical, communication, and technical skills to drive ongoing improvements and ensure the successful implementation of dialer systems.

Key Responsibilities:

• Ensure compliance of dialer implementations across various use cases.
• Collaborate with business stakeholders and IT leaders to gather and document requirements.
• Develop system specifications and design solutions aligned with business objectives.
• Identify and propose process improvements to enhance efficiency and productivity.
• Analyze historical contact center data for insights and decision-making support.
• Develop and execute test plans for quality assurance of systems and applications.
• Create and maintain comprehensive documentation for systems and processes.
• Facilitate communication between business stakeholders and IT teams.
• Provide training and support to end-users on new systems and processes.

Key Skills:

• Minimum 5 years experience with Omni Channel CCaaS Technologies.
• 3+ years managing omni-channel outbound dialing campaigns.
• Direct experience with outbound dialing in Five9 and compliance solutions.
• Knowledge of outbound compliance regulations (TSR, TCPA, etc.).
• Strong analytical and problem-solving skills.
• Excellent communication skills for technical and non-technical interactions.
• Familiarity with software, programming languages, databases, and system architecture.
• Project management skills and ability to manage multiple tasks.
• Adaptability to changes in technology and business requirements.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT