Telephony Engineer

EPX: EPERFORMAX CONTACT CENTERS; Metro Manila; On-site; PHP 480,000 - 780,000; Full time

Job summary

ePerformax Contact Centers in Metro Manila is hiring a Telephony Engineer to manage, maintain, and optimize our telephony infrastructure for high-volume contact center operations. You will configure IVR flows, administer VoIP platforms, route calls, and ensure reliable multi-channel communications.

Join a fast-paced team, monitor performance, troubleshoot issues, document configurations, and participate in continuous improvement initiatives with a focus on up-to-date technologies and best

Qualifications

• Candidates should possess strong Telephony and VoIP skills, including experience with call routing, SIP, and PBX or contact center platforms.
• Candidates should possess solid IVR and Technical Support skills, including configuring IVR flows, managing call queues, and resolving user issues.
• Candidates should possess advanced Troubleshooting skills, including diagnosing network, hardware, and software issues affecting telephony performance.
• Candidates should possess experience working in contact center or BPO environments, ideally supporting large-scale, high-availability telephony systems.
• Candidates should possess strong analytical and problem-solving abilities, attention to detail, and the capacity to work collaboratively with cross-functional teams.
• Candidates should possess good written and verbal communication skills and the ability to document processes and technical configurations clearly.
• Relevant certifications or training in networking, VoIP, or telephony systems (e.g., CCNA, vendor-specific telephony certifications) are beneficial.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field, or equivalent experience, is preferred.

Responsibilities

• Configure and administer IVR systems, VoIP platforms, call routing, and related telephony services.
• Monitor system performance, diagnose issues, and perform troubleshooting to minimize downtime.
• Collaborate with IT and operations teams and provide technical support for telephony incidents.
• Implement enhancements and document configurations and processes.
• Support continuous improvement initiatives by recommending upgrades, best practices, and new technologies.

Skills

Telephony

VoIP

SIP

PBX

IVR

Troubleshooting

Contact center

Documentation

Certification (CCNA)

Analytical skills

Education

Bachelor's degree in Information Technology/Computer Science/Engineering

Tools

PBX/Contact center platforms

IVR platforms

SIP/VoIP systems

Job description

Company Description

ePerformax Contact Centers is a high-performing contact center and BPO providing world-class, omnichannel service and support to select Fortune 1000 companies and their customers. Established in 2002 as one of the first contact centers in the Philippines, ePerformax has grown to over 6,500 team members across multiple operating locations and a provincial recruiting and training center. The company invests heavily in comprehensive training to develop empowered, consultative, and skilled customer service professionals who manage complex interactions across phone, email, chat, social media, and instant messaging. ePerformax focuses on performance, strategic partnerships, continuous learning, and employee development to drive measurable results and exceptional customer experiences. The organization serves diverse industries, including telecommunications, financial services, digital payments, e-commerce, travel, and healthcare.

Role Description

The Telephony Engineer is a full-time, on-site role based in Metro Manila, responsible for managing, maintaining, and optimizing the company's telephony infrastructure to support high-volume contact center operations. This role includes configuring and administering IVR systems, VoIP platforms, call routing, and related telephony services to ensure reliable and efficient communication across all channels. The Telephony Engineer will monitor system performance, diagnose issues, and perform troubleshooting to minimize downtime and service disruptions. Daily activities involve collaborating with IT and operations teams, providing technical support for telephony-related incidents, implementing enhancements, and documenting configurations and processes. The role also supports continuous improvement initiatives by recommending upgrades, best practices, and new technologies aligned with business needs.

Qualifications

• Candidates should possess strong Telephony and Voice over IP (VoIP) skills, including experience with call routing, SIP, and PBX or contact center platforms.
• Candidates should possess solid IVR and Technical Support skills, including configuring IVR flows, managing call queues, and resolving user issues.
• Candidates should possess advanced Troubleshooting skills, including diagnosing network, hardware, and software issues affecting telephony performance.
• Candidates should possess experience working in contact center or BPO environments, ideally supporting large-scale, high-availability telephony systems.
• Candidates should possess strong analytical and problem-solving abilities, attention to detail, and the capacity to work collaboratively with cross-functional teams.
• Candidates should possess good written and verbal communication skills and the ability to document processes and technical configurations clearly.
• Relevant certifications or training in networking, VoIP, or telephony systems (e.g., CCNA, vendor-specific telephony certifications) are beneficial.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent practical experience, is preferred.