Technical Support Executive Vicidial

Job Profile: Technical Support Executive – VICIdial Support

Position Summary

We are seeking a skilled Technical Support Executive with hands-on experience in VICIdial installation, configuration, monitoring, and troubleshooting. The ideal candidate will support our clients in managing their call center operations, ensuring smooth performance of the dialer, telecom integrations, and associated systems. This role requires strong analytical skills, customer-handling capabilities, and the ability to diagnose and resolve technical issues quickly.

Key Responsibilities

VICIdial Support & Administration

• Install, configure, and maintain VICIdial/GoAutoDial/Asterisk-based call center solutions.
• Manage campaign setup, user creation, lead management, dial-plan configuration, and system tuning.
• Monitor dialer performance, active calls, agent sessions, and server load in real time.
• Handle issues related to call drops, connectivity, dialer performance, and SIP trunk problems.
• Manage inbound, outbound, blended campaigns, IVR flows, and custom call routing.

System & Server Management

• Administer Linux servers (Ubuntu) used for VICIdial.
• Perform system updates, security patches, log monitoring, and performance optimization.
• Troubleshoot network-related issues including firewall, NAT traversal, and latency.
• Monitor database performance (MariaDB/MySQL) and perform backups / query-level optimizations.

VoIP & Telephony Support

• Configure SIP trunks, carriers, codecs, and dial plans.
• Handle DTMF issues, echo problems, audio quality, and call latency troubleshooting.
• Capture and analyze SIP logs using tools like tcpdump, sngrep, and Asterisk CLI.

Customer Support & Documentation

• Provide L1/L2 support to customers via phone, email, remote access, and ticketing systems.
• Document configurations, standard procedures, and troubleshooting guidelines.
• Train end-users on VICIdial features, dashboard usage, and best practices.
• Ensure timely resolution of support tickets and high customer satisfaction.

Required Skills & Experience

• 1–4 years of hands-on experience in VICIdial administration and support.
• Strong understanding of Asterisk, SIP protocol, VoIP concepts, and call center operations.
• Good knowledge of Linux commands, shell scripting, and server management.
• Familiarity with MySQL/MariaDB for VICIdial database handling.
• Experience analyzing logs (Asterisk CLI, Apache, system logs).
• Ability to identify issues in live environments and apply quick fixes.
• Understanding of network fundamentals (TCP/IP, NAT, VPN, Firewall rules).
• Excellent communication, customer service, and problem-solving skills.

Preferred / Additional Skills

• Experience with CRM integrations (custom APIs).
• Knowledge of WebRTC, softphone configuration, and browser-based dialers.
• Exposure to clustered dialer setups, HAProxy, or multi-server VICIdial environments.
• Knowledge of bash scripting and automation tools.

Education

• Bachelor's degree/diploma in Computer Science, IT, Electronics, or related fields.

(Experience with VICIdial may substitute for formal education.)

Work Environment

• Rotational based on operational requirements.
• On-site (flexibility to opt for remote).
• On-call availability for critical issue resolution.

Summary

This role is ideal for candidates who enjoy technical problem-solving, working directly with customers, and ensuring smooth operation of call center infrastructure. Strong expertise in VICIdial & Asterisk is essential.

Job Types: Full-time, Permanent

Pay: ₹15, ₹18,000.00 per month

Experience:

• 6month: 1 year (Preferred)

Work Location: In person