Digital Voice Systems Engineer — 24/7 Platform Care

VXI Global Holdings B.V. (Philippines); Davao City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

VXI Global Solutions is seeking a DVSM to ensure optimal performance of voice-based customer service platforms, troubleshoot, maintain, and optimize digital voice systems to deliver seamless experiences.

The role involves monitoring voice quality, performing routine maintenance, collaborating with engineering, implementing new features, and providing 24/7 on-call support for critical voice infrastructure.

Qualifications

• Bachelor's degree in Computer Science, Telecommunications, or a related technical field.
• 2+ years experience supporting digital voice platforms (VoIP, SIP, Genesys, Avaya).
• Strong understanding of voice codecs, TCP/IP/UDP, and telecom standards.
• Experience with speech recognition technologies and NLP concepts.
• Proficiency with voice quality monitoring tools.
• Excellent problem-solving and analytical skills.
• Ability to work independently and in a fast-paced environment.
• Strong written and verbal communication skills.
• Certifications in relevant voice technologies (e.g., CCNA Collaboration) are a plus.

Responsibilities

• Monitor and analyze voice quality metrics, identifying and resolving issues related to audio clarity, latency, and connectivity.
• Perform routine maintenance and upgrades on digital voice and speech recognition systems.
• Collaborate with engineering and IT teams to diagnose and resolve complex technical problems affecting voice services.
• Implement and test new voice features and functionalities to enhance customer interaction.
• Document technical procedures, troubleshooting steps, and system configurations.
• Participate in on-call rotations to provide 24/7 support for critical voice infrastructure.
• Conduct root cause analysis for voice-related incidents and implement preventative measures.
• Provide technical support and guidance to call center agents and operations staff regarding voice system usage.

Skills

VoIP expertise

SIP protocol

Genesys/Avaya

NLP concepts

Monitoring tools

Problem solving

Communication skills

Team collaboration

Education

Bachelor's degree in CS/Telecom

Tools

VoIP platforms

SIP

Genesys

Avaya

NLP tools

Job description

VXI Global Solutions is seeking a DVSM to ensure optimal performance of voice-based customer service platforms, troubleshoot, maintain, and optimize digital voice systems to deliver seamless experiences.

The role involves monitoring voice quality, performing routine maintenance, collaborating with engineering, implementing new features, and providing 24/7 on-call support for critical voice infrastructure.