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

TASQ Staffing Solutions; Taguig; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading staffing solutions company is seeking an experienced IT Support Engineer to provide L2/L3 support for Avaya Aura and Genesys Cloud CX platforms. The ideal candidate will have 5-8 years of specialized IT experience in voice infrastructure and strong technical skills including SIP and VoIP understanding. Benefits include a comprehensive HMO plan and quarterly performance bonuses, with a focus on career development and opportunities for growth.

Benefits

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Outstanding career development opportunities

Qualifications

• 5 to 8 years of IT experience focused on voice infrastructure.
• Hands-on experience with Avaya Aura components.
• Strong proficiency in Genesys Cloud CX administration.

Responsibilities

• Provide L2/L3 support for Avaya Aura and Genesys Cloud CX platforms.
• Manage incidents, service requests, and change tickets using ITSM tools.
• Stay current with platform updates, industry best practices, and security advisories.

Skills

Avaya Aura components

Genesys Cloud CX administration

SIP and VoIP understanding

Call recording systems

CRM platforms integration

Education

Bachelors degree in computer science, IT, Engineering or related field

Tools

ITSM tools

Python

PowerShell

Job description

Requirements

• Bachelors degree in computer science, IT, Engineering, or a related field
• At least 5 to 8 years of working experience in IT, with a focus voice infrastructure
• Must be amenable to working in shifting schedules
• Must be able to work onsite at BGC Taguig in US Shifts

Responsibilities

• Provide L2/L3 support for Avaya Aura and Genesys Cloud CX platforms.
• 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.

Benefits

• HMO for Employee and 2 Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities