Dialer Support Engineer

Role summary:

The L1 Support Engineer will provide first-level technical support for VoIP and Vicidial systems, ensuring smooth operations for internal teams and customers. The role requires strong communication skills in English, basic VoIP understanding, and willingness to work in rotational shifts within the Support department.

Key responsibilities

Provide L1 support for Vicidial and VoIP-related issues.

Monitor dialer/VoIP systems and raise tickets or escalate issues as needed.

Perform basic checks and coordination for call quality, connectivity, and system availability.

Communicate with internal stakeholders and external partners in clear English, both verbal and written.

Document incidents, resolutions, and standard procedures for recurring issues.

Coordinate with the Support team and senior engineers for timely issue resolution.

Required qualifications

14 years of experience in technical support, NOC, or telephony/VoIP support roles.

Basic knowledge of VoIP concepts and Vicidial or similar dialer platforms.

Good English communication skills (spoken and written).

Ability to work in rotational shifts and in a fast-paced support environment.

Strong problem-solving attitude and willingness to learn new technologies.

About Primo Dialler:

Primo Dialler 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, were looking for an experienced and results-driven support engineer to support our global dialler support operations from Kolkata, India.

What We Offer:

Competitive salary + performance-linked incentives + annual bonus.

International exposure and opportunity to work in multiple regions.

A supportive environment focused on innovation, results, and long-term success.