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

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

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

Benefits:

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

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.

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