IT Assistant Manager - Tech Analyst for Voice Infrastructure

Job Title :  Technology Analyst - Voice Infrastructure Specialist

Job Level :  IT Assistant Manager

Key requirements :

Bachelor’s degree in computer science, IT, Engineering, or a related field

At least 5 - 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 – 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, 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