Senior CXOne & Omnichannel Telephony Engineer

Tasq Work; Taguig; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Tasq Work is seeking a Senior Telecom Analyst in Taguig to oversee enterprise contact center platforms and corporate telephony. The role demands hands-on administration of NICE InContact CXOne, Freshdesk/Freshchat, and Avaya Call Recorder, with strong regulatory compliance experience for PCI-DSS, GDPR, and CCPA.

The ideal candidate brings 7+ years in telecom engineering with a focus on omnichannel contact centers, and proficiency in MS Office, Jira/Confluence, and API integrations.

Qualifications

• At least 7 years of telecom engineering experience focusing on Contact Center telephony solutions.
• At least 5 years hands-on experience with Freshdesk/FreshDesk or similar ticketing systems (mailboxes, rules, templates, HTML, XML).
• At least 5 years experience with NICE InContact CXone administration (ACD, CTI, IVR, MAX, Softphone).
• 3+ years experience with Avaya Call Recorder/NICE Call Recording.
• Experience with PCI-DSS, GDPR, and CCPA regulatory requirements.

Responsibilities

• Maintain enterprise Contact Center and corporate telecommunications systems.
• Design, configure, test platform elements (call routing, IVR, hours) to meet business requirements.
• Support toll-free and DID number portfolio, port orders, and cost review.
• Serve as primary administrator and technical lead for NICE InContact CXOne platform (ACD, IVR, Auto Dialer, OMNI Channel, WFM, Studio).
• Manage Freshdesk/Freshchat administration including workflows, SLAs, routing, and roles.
• Create and implement complex call flow architectures using Nice Studio scripting for voice, email, and chat.
• Develop API integrations with back-end systems and third-party apps.
• Collaborate with cross-functional teams and leadership to optimize services and reduce costs.
• Provide advanced troubleshooting for contact center issues and system integrations.
• Document policies, runbooks, and disaster recovery procedures.
• On-call rotation required.

Skills

Telecom engineering

Freshworks FreshDesk

NICE InContact CXone

Avaya Call Recorder

PCI-DSS / GDPR / CCPA compliance

Office 365 / DNS / SMTP

Jira / Confluence / ServiceNow

SIP / PSTN / VoIP

Education

Bachelor’s degree in Telecommunications / IT / Engineering

Tools

Freshdesk

NICE InContact CXone

Avaya Call Recorder

Microsoft Teams Operator Connect

Jira

Confluence

ServiceNow

Job description

Tasq Work is seeking a Senior Telecom Analyst in Taguig to oversee enterprise contact center platforms and corporate telephony. The role demands hands-on administration of NICE InContact CXOne, Freshdesk/Freshchat, and Avaya Call Recorder, with strong regulatory compliance experience for PCI-DSS, GDPR, and CCPA.

The ideal candidate brings 7+ years in telecom engineering with a focus on omnichannel contact centers, and proficiency in MS Office, Jira/Confluence, and API integrations.