Omnichannel Campaign Manager
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Key Responsibilities
• Design, implement, and optimize integrated customer contact strategies combining voice, SMS, email, and automated workflows.
• Manage predictive, progressive, and preview dialing strategies, optimizing parameters, retry logic, contact lists, and calling windows.
• Configure, deploy, and monitor automated outbound SMS and email workflows based on customer triggers and business rules.
• Analyze campaign KPIs including contact rates, right-party contacts, conversion rates, list penetration, and agent utilization to drive operational improvements.
• Collaborate with Workforce Management, IT, Compliance, and client stakeholders to align campaigns with staffing and service-level targets.
• Maintain campaign compliance with relevant regulatory standards, consent rules, contact frequency limits, and opt-out management.
Requirements:
• 3 to 5+ years of experience in outbound campaign management, dialer operations, omnichannel communications, or contact centre technology.
• Proven hands-on experience configuring and optimizing outbound dialer campaigns in high-volume environments.
• Practical experience executing automated SMS and email campaigns, customer segmentation, and contact sequencing.
• Strong knowledge of contact centre KPIs and performance data analysis.
• Experience with dialer/CX platforms such as TCN, Genesys Cloud, Five9, or NICE CXone is preferred.
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