IT Assistant Manager - Technology Analyst for Voice Infrastructure (BGC Taguig)

TASQ Staffing Solutions; Taguig; On-site; PHP 669,600 - 892,800; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Job summary

A leading staffing solutions firm in Metro Manila is looking for an experienced IT Assistant Manager - Technology Analyst for Voice Infrastructure. The role entails performing health checks, managing incidents, and collaborating with telecom vendors to optimize voice infrastructure. Candidates should have hands-on experience with Avaya Aura components and proficiency in Genesys Cloud CX. Additionally, knowledge of SIP and VoIP protocols, along with basic scripting skills, is preferred. Competitive benefits include a health plan and quarterly performance bonuses.

Qualifications

• Hands-on experience with Avaya Aura components is required.
• Proficiency in Genesys Cloud CX administration is required.
• Strong understanding of SIP, VoIP, and telephony protocols is required.

Responsibilities

• Perform daily monitoring and preventive maintenance of voice infrastructure.
• Manage incidents and service requests using ITSM tools.
• Collaborate with vendors for issue resolution.

Skills

Avaya Aura components: CM, SM, SBC, AEP, SMGR, CMS, AES

Genesys Cloud CX administration

SIP, VoIP, telephony protocols

Reporting dashboards and analytics tools

Tools

ITSM tools

CRM platforms

Python

PowerShell

Job description

Overview

IT Assistant Manager - Technology Analyst for Voice Infrastructure (BGC Taguig)

About the job

IT Assistant Manager - Technology Analyst for Voice Infrastructure (BGC Taguig)

Responsibilities

• 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.
• HMO for Employee and 2 Dependents (On Day 1).
• Quarterly performance bonus.