IT Assistant Manager - Technology Analyst for Voice Infrastructure
IT Assistant Manager - Technology Analyst for Voice Infrastructure
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Salary Not Disclosed
1 Vacancy
Job Description
Requirements:
- Bachelors degree in computer science IT Engineering or a related field
- At least 5 to 8 years of working experience in IT with a focus voice infrastructure
- Must be amenable to working in shifting schedules
- Must be able to work onsite at BGC Taguig in US Shifts
Responsibilities:
- Provide L2/L3 support for Avaya Aura and Genesys Cloud CX platforms.
- Perform daily monitoring health checks and preventive maintenance of voice infrastructure.
- Manage incidents service requests and change tickets using ITSM tools.
- Collaborate with telecom vendors service providers and internal teams for issue resolution and escalations.
- Configure and optimize call flows routing strategies IVRs and contact center functionalities.
- Support third-party integrations including CRMs and analytics platforms.
- Participate in platform upgrades patch management and cloud migrations.
- Maintain detailed technical documentation SOPs and knowledge base articles.
- Stay current with platform updates industry best practices and security advisories.
- Ensure compliance with internal audit and vulnerability closure processes (e.g. CVE-ID tracking Archer portal updates).
Technical Skills & Experience
Mandatory
- Hands-on experience with Avaya Aura components: CM SM SBC AEP SMGR CMS AES.
- Proficiency in Genesys Cloud CX administration including call routing API usage and reporting.
- Strong understanding of SIP VoIP and telephony protocols.
- Familiarity with call recording systems reporting dashboards and analytics tools.
Preferred
- Experience in cloud migration projects and hybrid voice environments.
- Integration knowledge with CRM platforms like Salesforce ServiceNow or similar.
- Exposure to security compliance and audit processes in voice infrastructure.
- Basic scripting or automation skills (e.g. Python PowerShell) for operational efficiency.
Benefits:
- HMO for Employee and 2 Dependents (On Day 1)
- Quarterly performance bonus
- Outstanding career development opportunities
Employment Type
Full Time
