Infrastructure Engineer (Telephony & Unified Communications)

Hong Leong Bank; Malaysia; On-site; MYR 70,000 - 110,000; Full time

Job summary

Hong Leong Bank is seeking an Infrastructure Engineer to manage end-to-end administration of voice, video, and document imaging systems across branches and corporate centers.

You will ensure high availability of PABX systems, support unified communications like Webex, and oversee print management with related tooling while collaborating on core infrastructure projects.

Qualifications

• Experience with Cisco CUCM and Avaya PABX environments.
• Proficient in UC tools including Verint Witness, Imagicle Billing, and Webex Administration.
• Solid understanding of Windows Server (WINS) and basic IP networking for telephony.
• Proven ability to perform preventive maintenance on AV hardware and manage server-side storage.

Responsibilities

• Voice & Telephony Management (PABX) across multi-vendor environments with uptime goals.
• Unified Communications & AV support including Cisco Webex and call recording/billing tools.
• System and infrastructure maintenance for servers, storage, and licensed software.
• Lead infrastructure projects and support cutover activities during migrations or relocations.

Skills

Cisco CUCM

Avaya PABX

Verint Witness

Webex Administration

Imagicle Billing

Uniflow

Windows Server administration

IP Telephony Networking

Tools

Verint Witness

Imagicle Billing

Webex Administration

Uniflow

AVAYA ACR

Volare

Job description

If you are looking to excel and make a difference, take a closer look at us…

Overview

The Infrastructure Engineer is responsible for the end-to-end administration, maintenance, and optimization of the organization's voice, video, and document imaging systems. This role ensures high availability of PABX systems, seamless conferencing capabilities, and efficient print management across all branches and corporate centers.

Responsibilities

• Voice & Telephony Management (PABX) Manage and maintain multi-vendor PABX environments including Avaya, Cisco CUCM, Volare IPPBX, and Asterisk. Perform routine hardware maintenance, software upgrades, and security patching to ensure 99.9% uptime. Administer user lifecycles: oversee extension creation, housekeeping for staff movements/resignations, and physical handset deployment. Support legacy Analogue/Keyphone systems, Siemens, including line patching and hardware relocation.
• Unified Communications & AV Support Administer cloud-based collaboration platforms including Cisco Webex. Manage Voice Recording compliance (Verint, Avaya ACR) and Call Billing (Imagicle and Uniflow) to ensure data integrity and regulatory adherence.
• System & Infrastructure Support Maintain servers, manage storage, and perform software upgrades for Voice Recorders (VERINT Witness, AVAYA ACR, IMAGICLE, Volare) and Call Billing systems (IMAGICLE and UNIFLOW). Generate essential monthly billing reports and manage system licenses/user profiles.
• Projects & Infrastructure Strategy Provide technical subject matter expertise (SME) for infrastructure projects, including Call Center IVR refreshes and SIP Telephony migrations. Lead "Cutover Standby" support during system migrations or office relocations (e.g., Singapore-Malaysia centralized office projects).

Skills and Experience

• Systems Expertise: Hands-on experience with Cisco CUCM, Avaya PABX.
• UC Tools: Proficiency in Verint Witness, Imagicle Billing, and Webex Administration.
• Infrastructure: Solid understanding of Windows Server (WINS) for Uniflow management and basic networking for IP-telephony troubleshooting.
• Maintenance: Proven experience in conducting Preventive Maintenance (PM) for AV hardware and server-side storage management.
• Core Competencies Operational Excellence: Ability to manage scheduled maintenance without disrupting business operations.
• Stakeholder Management: Comfortable providing onsite support for executive-level meetings and auditorium events.
• Analytical Thinking: Skilled in troubleshooting complex "dropped call" scenarios or recording gaps

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers.

Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available.

Expanding on our "Digital at the Core" ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations.

To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement.

HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.