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Lancesoft Philippines
Telephony EngineerLancesoft Philippines • Manila, National Capital Region, Philippines
Telephony Engineer

Telephony Engineer

Lancesoft Philippines • Manila, National Capital Region, Philippines
6 days ago
Job description

Greetings from LanceSoft

Location: Manila

Remote Setup

Permanent Role


Role: Telephony Engineer


Position Summary

We are seeking a hands-on Contact Center Telephony & Virtual Agent Engineer to own, optimize, and modernize our Zoom Contact Center platform. This role will serve as the primary telephony administrator responsible for improving call center operations, enhancing IVR/customer call flows, and implementing intelligent virtual agent capabilities.

The ideal candidate will have strong experience in contact center platforms, VoIP/SIP telephony, IVR design, and operational troubleshooting, along with exposure to conversational AI and virtual agent technologies.


Key Responsibilities

  • Administer and optimize Zoom Phone and Zoom Contact Center platforms.
  • Configure and manage:
  • call routing,
  • queues,
  • dial plans,
  • IVR workflows,
  • agent groups,
  • call recording,
  • and reporting.
  • Redesign and modernize existing IVR and customer self-service workflows.
  • Implement and maintain virtual agent / conversational AI capabilities.
  • Configure intelligent call routing and seamless handoff between virtual agents and live agents.
  • Troubleshoot telephony and contact-center issues including:
  • SIP/VoIP,
  • call quality,
  • dropped calls,
  • routing failures,
  • latency,
  • and dialer issues.
  • Perform root cause analysis and coordinate with vendors/providers as needed.
  • Support integrations between Zoom Contact Center and enterprise systems such as CRM, servicing systems, LOS, and knowledge management platforms.
  • Manage platform upgrades, patches, and operational enhancements.


Required Skills

  • 5+ years of experience in Contact Center / Telephony Engineering.
  • Hands-on experience with:
  • Zoom Contact Center,
  • Zoom Phone,
  • or similar CCaaS/contact center platforms.
  • Strong knowledge of:
  • VoIP,
  • SIP,
  • IVR,
  • call routing,
  • and telephony operations.
  • Experience with Virtual Agents / Conversational AI / AI-enabled IVR solutions.
  • Strong troubleshooting and production support experience.
  • Experience with contact-center platforms such as:
  • Genesys,
  • Five9,
  • Cisco,
  • Avaya,
  • Amazon Connect (preferred).
  • Knowledge of APIs, integrations, Python, or JavaScript is a plus.
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Telephony Engineer • Manila, National Capital Region, Philippines

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