IT Assistant Manager - Technology Analyst for Voice Infrastructure

Taguig - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

About the job IT Assistant Manager - Technology Analyst for Voice Infrastructure (BGC Taguig)

Benefits:

HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities

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.

About the job IT Assistant Manager - Technology Analyst for Voice Infrastructure (BGC Taguig) Benefits: HMO for Employee and 2 Dependents (On Day 1)Quarterly performance bonusOutstanding career development opportunities Requirements: Bachelors degree in computer science IT Engineering or a related f...