Technology Analyst - Voice Infrastructure Specialist - Taguig
Technology Analyst - Voice Infrastructure Specialist - Taguig
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1 Vacancy
Job Description
Job Title: Technology Analyst - Voice Infrastructure Specialist
Job Level: IT Assistant Manager
Benefits:
HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities
Key requirements:
Bachelors degree in computer science IT Engineering or a related field
At least 5 - 8 years of working experience in IT with a focus on voice infrastructure
Must be amenable to working in shifting schedules
Must be able to work on-site at BGC Taguig US shifts.
Key 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 and AES.
Proficiency in Genesys Cloud 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 includes 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.
Employment Type
Full Time
