VoIP Manager- Dialer and Routing Operations

Company Description

PrimoDialler is an award-winning global contact center software company, trusted by over 600+ clients across 60+ countries. We provide industry-leading predictive dialers, telecom optimization tools, and end-to-end call centre management software, empowering clients to boost productivity, reduce costs, and scale globally. As we continue to grow, we're looking for an experienced and results-driven VoIP/NOC Manager to lead our global dialer operations from India.

About the Role

We are looking for an experienced VoIP NOC Manager to lead end-to-end dialer operations across international routes.

This role is critical in ensuring high call quality, optimal routing strategies, and real-time performance management across multiple carriers and platforms. You will work at the core of our voice infrastructure, managing large-scale outbound and inbound dialer environments while leading a 24x7 NOC team. 

Key Responsibilities:

• Manage 24x7 NOC operations for predictive, progressive, and manual dialers.

• Ensure uptime and performance of Vicidial and VOS-based dialer platforms.

• Monitor ASR, ACD, PDD, CPS, CCR, AMD accuracy, and call quality KPIs.

• Handle early media, false answer supervision, and AMD-related carrier issues.

• Validate SIP signaling behavior (180/183/200 OK).

Carrier & Routing Management

• Manage multiple international carriers and routing strategies.

• Implement quality-based routing and failover logic.

• Handle carrier escalations, RCAs, and dispute resolutions.

Team Leadership

• Lead and mentor VoIP engineers and VoIP support teams.

• Define escalation matrices and SOPs.

• Conduct shift handovers and operational reviews.

Must have skills 

• Strong hands-on experience with Vici dial (mandatory).

• Strong experience with Class 4 VoIP switching platforms and Session Border Controllers (SBCs)

• Deep understanding of SIP, RTP, SDP protocols and codec handling (G.711, G.729, OPUS).

• Strong understanding of call routing, Least Cost Routing (LCR), and carrier behavior.

• Proven expertise in dialer operations and VoIP troubleshooting. 

Good to Have 

• Proven experience in a VoIP Manager / NOC leadership role.

• Ability to lead and manage teams of 10+ engineers in a 24x7 environment.

• Strong experience in performance reporting, MIS, and KPI tracking.

• Hands-on exposure to monitoring and optimizing KPIs (ASR, ACD, PDD, CPS, etc.)

• Experience in escalation handling, RCA, and process improvement initiatives.

• Good communication and stakeholder management skills for internal and client coordination. 

Experience & Qualifications

• 8–15+ years in VoIP / Dialer / Telecom operations.

• 3–5+ years in a NOC leadership role.

• Strong exposure to international calling routes.

• Bachelor's degree in engineering / IT preferred