Technology Analyst - Voice Infrastructure Specialist (IT Asst. Manager) - Taguig

TASQ Staffing Solutions; Taguig; On-site; PHP 558,000 - 781,200; Full time

Benefits offered by this job

HMO for Employee and 2 Dependents (On Day 1)

Quarterly performance bonus

Outstanding career development opportunities

Job summary

A staffing solutions company is hiring a Technology Analyst – Voice Infrastructure Specialist (IT Assistant Manager) in Taguig. The role requires hands-on experience with Avaya Aura and Genesys Cloud, proficiency in telephony protocols, and a Bachelor's degree in a related field. Responsibilities include providing support for voice platforms, monitoring infrastructure, and managing incidents. Benefits include HMO for employee and dependents, quarterly bonuses, and career development opportunities.

Qualifications

• At least 5–8 years of working experience in IT, with a focus on voice infrastructure.
• Must be amenable to working in shifting schedules.
• Must be able to work on-site at BGC Taguig 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 and internal teams for issue resolution.
• Configure and optimize call flows and contact center functionalities.

Skills

Hands-on experience with Avaya Aura components

Proficiency in Genesys Cloud administration

Strong understanding of SIP, VoIP, and telephony protocols

Familiarity with call recording systems

Experience in cloud migration projects

Basic scripting or automation skills

Education

Bachelor's degree in computer science, IT, Engineering, or a related field

Job description

Technology Analyst - Voice Infrastructure Specialist (IT Assistant Manager) – Taguig

Job Opening for the position of Technology Analyst – Voice Infrastructure Specialist (IT Assistant Manager) – Taguig.

About the Job

Job Title: Technology Analyst – Voice Infrastructure Specialist

Job Level: IT Assistant Manager

Benefits

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

Key Requirements

• Bachelor's degree in computer science, IT, Engineering, or a related field
• At least 5–8 years of working experience in IT, with a focus on voice infrastructure
• Must be amenable to working in shifting schedules
• Must be able to work on-site at BGC Taguig US shifts

Key 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, and AES
• Proficiency in Genesys Cloud 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 including 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