Outbound Dialer Administrator

Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.

Job Summary

Vivint is seeking an Outbound Dialer Administrator to own the configuration, optimization, and ongoing support of outbound calling capabilities on the Amazon Connect platform. This role ensures outbound contact operations are reliable, compliant, and aligned with business objectives including lead contact rates, agent productivity, customer experience, and operational resiliency. This role also supports cross-training and operational backup for inbound IVR and routing administration to ensure platform resiliency and continuity.

Key Responsibilities

• Configure, maintain, and optimize outbound dialing strategies within Amazon Connect, including predictive, progressive, and preview dialing.

• Manage outbound campaign configuration, list management, suppression logic, dialing rules, pacing, retries, and scheduling.

• Monitor campaign performance and continuously optimize outbound campaigns to improve contact rates, agent productivity, and customer experience.

• Partner with Workforce Management, Operations, Analytics, and Compliance teams to ensure outbound strategies align with staffing models and business objectives.

• Provide cross-trained backup support for inbound and outbound IVR and routing administration in partnership with the Care IVR and Routing Lead to ensure continuity and resiliency.

• Ensure dialing practices comply with TCPA, internal policies, consent requirements, and do-not-call standards.

• Serve as an escalation point for outbound dialer issues, campaign failures, or performance degradation.

• Maintain documentation for dialer configurations, campaigns, and operational standards.

• Participate in testing, UAT, and deployment of new dialing strategies, campaigns, or platform enhancements.

• Perform other job-related duties as required to support contact center operations.

Required Qualifications

• 3+ years of experience supporting contact center platforms; Amazon Connect experience strongly preferred.

• Hands-on experience with outbound dialers, campaign management, and list administration.

• Strong understanding of outbound calling performance metrics and compliance obligations.

Preferred Qualifications

• Amazon Connect or AWS certifications.

• Experience integrating contact center platforms with CRM or lead management systems.

• Familiarity with Workforce Management concepts and high-volume outbound environments.

Why Vivint

At Vivint, we build customer-first, technology-driven experiences at scale. This role plays a critical part in enabling effective outbound operations while balancing performance, compliance, resiliency, and customer trust.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.