What Does a Dialer Administrator Do?
A dialer administrator configures, monitors, and maintains auto-dialing systems that support outbound call campaigns in contact centers. They set up dialing strategies, such as predictive, preview, or progressive modes, based on campaign goals and regulatory requirements. Their primary objective is to improve agent productivity and connect rates while minimizing dropped calls and ensuring compliance with laws like the Telephone Consumer Protection Act (TCPA).
This role blends technical and operational responsibilities. Dialer administrators often work closely with IT teams, call center leadership, and compliance officers to maintain system performance, generate reporting, and fine-tune call pacing. They also troubleshoot dialer issues, manage user access, and optimize campaign settings in real time to meet service-level objectives.
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Dialer Administrator Core Responsibilities
- Configure and maintain outbound dialing systems (e.g., Five9, Genesys, NICE, Noble)
- Set up campaigns, call lists, and dialing strategies based on business needs
- Monitor system performance and call pacing to ensure optimal agent utilization
- Ensure outbound campaigns meet regulatory requirements (TCPA, DNC lists)
- Troubleshoot dialer issues and coordinate with vendors or IT as needed
- Analyze dialer reports and KPIs to adjust campaign tactics
- Manage user roles, access permissions, and campaign prioritization
- Collaborate with call center operations and compliance teams to align dialer strategy
Required Skills and Qualifications
Hard skills
- Experience with outbound dialer platforms (e.g., Five9, Genesys, NICE, Aspect)
- Working knowledge of dialer configurations, call blending, and list management
- Familiarity with SQL, scripting, or reporting tools for campaign analysis
- Understanding of TCPA, FDCPA, and Do Not Call regulations
Soft skills
- Analytical thinking and data-driven decision-making
- Strong communication across technical and non-technical teams
- Detail-oriented with strong time and system management skills
Education
- Associate’s or bachelor’s degree in information systems, business, or a related field
Certifications
None required, but recommended certifications include Five9 Certified Administrator (if applicable to employer platform) and NICE inContact Certification.
Preferred Qualifications
- Experience supporting high-volume contact center environments
- Background in call center analytics, campaign operations, or workforce management
- Familiarity with CRM integrations and outbound call scripting
National Average Salary
Dialer administrator salaries vary by experience, industry, organization size, and geography. Click below to explore salaries by local market.
The average national salary for a Dialer Administrator is:
$52,790
Sample Job Description Templates for Dialer Administrators
Outbound Dialer Administrator
Position Overview
An outbound dialer administrator manages predictive, preview, or progressive dialing systems to support outbound calling campaigns. This role focuses on boosting contact rates, minimizing agent idle time, and maintaining dialer compliance across high-volume operations.
Responsibilities
- Configure outbound dialing strategies to match campaign goals
- Upload and manage lead lists, call cadences, and retry rules
- Monitor live call pacing and abandon rates to maximize efficiency
- Optimize time zone rules, list penetration, and answer detection settings
- Generate reports on contact rates, agent utilization, and campaign outcomes
Requirements
Hard skills
- Proficiency with outbound dialers (e.g., Five9, NICE, Genesys)
- Strong command of lead list segmentation and campaign settings
- Understanding of predictive vs. preview dialing logic
Soft skills
- Ability to quickly adjust pacing and priorities in real-time
- Analytical mindset for interpreting campaign performance data
Education
- Associate’s or bachelor’s degree in business, IT, or a related field
Certifications
- Five9 Certified Administrator or equivalent recommended
Preferred Qualifications
- Experience managing national or multilingual dialing campaigns
Inbound/Blended Dialer Administrator
Position Overview
An inbound/blended dialer administrator supports dialing systems that route both outbound and inbound traffic. This hybrid role helps balance customer experience with outbound productivity through queue management, skill-based routing, and smart dialer logic.
Responsibilities
- Configure inbound call routing rules, overflow paths, and IVR trees
- Blend outbound dialing strategies to avoid disrupting inbound service levels
- Monitor real-time call queues, wait times, and agent availability
- Set agent skill profiles and call distribution priorities
- Generate reports on call volumes, response time, and routing efficiency
Requirements
Hard skills
- Experience with omnichannel platforms supporting both inbound and outbound flows
- Knowledge of IVR setup, call routing logic, and skills-based assignment
- Familiarity with WFM integration and live queue dashboards
Soft skills
- High attention to real-time system performance
- Ability to prioritize competing SLA needs for multiple queues
Education
- Associate’s or bachelor’s degree in a technical or business discipline
Certifications
- Genesys Cloud or NICE CXone certification recommended
Preferred Qualifications
- Background in workforce optimization or ACD systems
TCPA Compliance Dialer Administrator
Position Overview
A TCPA compliance dialer administrator ensures all dialing activities adhere to federal, state, and industry regulations. This includes managing consent lists, suppressing restricted contacts, and applying compliance flags to all campaigns.
Responsibilities
- Configure dialer settings for consent-based contact, DNC suppression, and call frequency
- Audit outbound campaigns for regulatory alignment (TCPA, FDCPA, STIR/SHAKEN)
- Maintain contact flagging rules, recording configurations, and consent databases
- Collaborate with legal/compliance teams on policy enforcement and audits
- Monitor and document dialing exceptions, call drops, and regulatory breaches
Requirements
Hard skills
- Knowledge of TCPA rules, STIR/SHAKEN protocols, and call recording laws
- Experience using compliance modules within platforms like NICE, Five9, or Noble
- Ability to create audit logs and maintain policy documentation
Soft skills
- High attention to legal and ethical risk mitigation
- Strong documentation and policy adherence mindset
Education
- Bachelor’s degree in compliance, legal studies, or a related technical field
Certifications
- TCPA Compliance Officer Certification (if applicable) recommended
Preferred Qualifications
- Experience managing compliance for financial services or collections
CRM-Integrated Dialer Administrator
Position Overview
A CRM-integrated dialer administrator manages dialing platforms that are linked with CRM systems. This includes syncing lead and call data, triggering auto-dial rules based on workflows, and ensuring seamless integration between platforms like Salesforce and Five9.
Responsibilities
- Integrate dialing campaigns with CRM objects (leads, contacts, opportunities)
- Maintain field mappings, dialer triggers, and CRM call disposition logic
- Troubleshoot API issues and data mismatches between systems
- Collaborate with sales and marketing ops to align dialing strategy with campaigns
- Support auto-call flows, call logging, and reporting from within the CRM
Requirements
Hard skills
- Experience integrating Five9, Talkdesk, or NICE with Salesforce, HubSpot, or MS Dynamics
- Familiarity with REST APIs, webhooks, and real-time data sync
- Ability to configure CRM dialer plug-ins and workflow triggers
Soft skills
- Cross-team collaboration with sales, IT, and marketing teams
- Technical troubleshooting and change management skills
Education
- Bachelor’s degree in business systems, computer science, or related field
Certifications
- Salesforce Administrator Certification (recommended)
- Five9 CRM Integration Specialist (recommended)
Preferred Qualifications
- Experience in CRM-dialer setup for high-volume outbound sales teams
Cloud-Based Dialer Administrator
Position Overview
A cloud-based dialer administrator manages SaaS-hosted dialing platforms, ensuring reliable system performance, user access management, and vendor coordination. This role is key to maintaining scalable and secure contact center operations in the cloud.
Responsibilities
- Configure campaigns within cloud platforms (e.g., NICE CXone, Genesys Cloud, Five9)
- Manage user accounts, permissions, and cloud-based queue assignments
- Monitor uptime, performance alerts, and vendor service status
- Collaborate with IT on SSO integration, data encryption, and failover readiness
- Ensure compliance with cloud data retention and access policies
Requirements
Hard skills
- Experience administering cloud-based contact center solutions
- Familiarity with SLAs, cloud service dashboards, and access control models
- Understanding of cloud platform security and uptime requirements
Soft skills
- Proactive system monitoring and escalation habits
- Clear communication with cloud vendors and internal stakeholders
Education
- Bachelor’s degree in information systems, cloud administration, or related field
Certifications
- AWS Cloud Practitioner or Azure Fundamentals (recommended)
- NICE CXone or Genesys Cloud Admin (recommended)
Preferred Qualifications
- Experience with multi-tenant environments and remote agent configurations