Voice Platform Engineer - 24/7 On-Call Support

VXI

Davao City

On-site

PHP 500,000 - 900,000

Full time

16 hours ago

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Job summary

VXI Global Solutions in the Philippines is seeking a DVSM (Digital Voice and Speech Mechanic). You will ensure optimal performance and quality of our voice-based customer service platforms, troubleshoot, maintain, and optimize digital voice systems to deliver a seamless customer experience.

You will monitor voice quality metrics, perform maintenance, collaborate with engineering, implement new voice features, document procedures, and participate in 24/7 on-call support to resolve incidents.

Qualifications

Bachelor's degree in Computer Science, Telecommunications, or a related field.
2+ years experience supporting digital voice platforms (VoIP, SIP).
Knowledge of voice codecs and networking standards.
Familiarity with NLP concepts.
Experience with voice monitoring tools.
Strong problem-solving and communication skills.

Responsibilities

Monitor and analyze voice quality metrics, identifying and resolving issues related to audio clarity, latency, and connectivity.
Perform routine maintenance and upgrades on digital voice and speech recognition systems.
Collaborate with engineering and IT teams to diagnose and resolve complex technical problems affecting voice services.
Implement and test new voice features and functionalities to enhance customer interaction.
Document technical procedures, troubleshooting steps, and system configurations.
Participate in on-call rotations to provide 24/7 support for critical voice infrastructure.
Conduct root cause analysis for voice-related incidents and implement preventative measures.
Provide technical support and guidance to call center agents and operations staff regarding voice system usage.