Dialer and Campaign Operations Director

KEY RESPONSIBILITIES

Campaign Management Portal Operations:

• Own the Campaign Management Portal that feeds campaign lists and configurations into the CCaaS platform (NICE CXone Personal Connection)
• Create, configure, and manage outbound dialing campaigns using the portal's filtering engine (DPD range, balance tiers, loan product, province, action tags, payment history, contactability scores)
• Define campaign priority and scheduling rules to ensure high-value accounts are contacted first without over-penetrating lower-priority segments
• Manage skill-to-campaign assignments and route campaigns to the correct NICE CXone skills and agent queues based on segment complexity and language requirements
• Monitor the account-to-campaign assignment pipeline and resolve conflicts when accounts qualify for multiple campaigns using priority-based deduplication logic.
• Partner with IT to define portal enhancement requirements, ...