Infrastructure Engineer (Telephony & Unified Communications)

HLB; Petaling Jaya; On-site; MYR 112,000 - 167,000; Full time

Job summary

Hong Leong Bank is seeking an Infrastructure Engineer to oversee end-to-end administration, maintenance, and optimization of voice, video, and document imaging systems across Malaysia’s branches and corporate centers.

You will manage PABX ecosystems (Avaya, Cisco CUCM, Volare, Asterisk), cloud collaboration (Webex), voice recording (Verint), and billing (Imagicle, Uniflow), ensuring regulatory compliance and 99.9% uptime.

Qualifications

• Hands-on experience with Cisco CUCM and Avaya PABX.
• Proficiency in Verint Witness, Imagicle Billing, and Webex Administration.
• Good understanding of Windows Server (WINS) and basic networking for IP-telephony troubleshooting.

Responsibilities

• 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: extension creation, staff movements/resignations, and handset deployment.
• Support legacy Analogue/Keyphone systems, Siemens, including line patching and hardware relocation.
• Administer cloud-based collaboration platforms including Cisco Webex.
• Manage Voice Recording compliance (Verint, Avaya ACR) and Call Billing (Imagicle and Uniflow).
• Maintain servers, storage, and software upgrades for Voice Recorders (VERINT Witness, AVAYA ACR, IMAGICLE, Volare) and Call Billing systems (IMAGICLE and UNIFLOW).
• Generate monthly billing reports and manage system licenses/user profiles.
• Provide SME for infrastructure projects, including Call Center IVR refreshes and SIP Telephony migrations.
• Lead Cutover Standby during migrations or relocations (e.g., Singapore-Malaysia projects).

Skills

Cisco CUCM

Avaya PABX

UC platforms

IP-telephony troubleshooting

Executive support

Tools

Asterisk

Volare IPPBX

Webex Administration

Verint Witness

Imagicle Billing

Uniflow

AVAYA ACR

Windows Server (WINS)

Job description

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 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 ourmission of infusing diversity in thinking and skillsets into our organisation.Candidatesare 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.

We appreciate your application and will be in touch with shortlisted candidates regarding next steps