Infrastructure Engineer (Telephony & Unified Communications)

Hong Leong Bank; Petaling Jaya; On-site; MYR 100,000 - 180,000; Full time

Job summary

Hong Leong Bank is seeking an experienced Infrastructure Engineer in Malaysia to oversee end-to-end administration of voice, video, and document imaging systems. The role ensures high availability of PABX, conferencing, and print management across branches and centers.

You will manage Cisco CUCM, Avaya PABX, and UC tools like Webex, Verint Witness, and Imagicle Billing, while maintaining Windows Server and IP-telephony troubleshooting.

Qualifications

• Hands-on experience with Cisco CUCM and Avaya PABX systems.
• Experience with Verint Witness, Imagicle Billing, and Webex Administration.
• Strong PC/server skills and basic networking for IP-telephony troubleshooting.

Responsibilities

• Maintain and upgrade multi-vendor PABX environments to ensure 99.9% uptime.
• Administer cloud-based UC tools like Cisco Webex and manage call recording/billing.
• Maintain servers, storage, and licenses; generate monthly billing reports.
• Lead Cutover Standby during migrations and relocations.

Skills

Cisco CUCM

Avaya PABX

Verint Witness

Imagicle Billing

Webex Administration

Windows Server (WINS)

IP Telephony Troubleshooting

Preventive Maintenance

Tools

Verint Witness

Imagicle Billing

Webex Administration

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).

We Are Looking For:

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.