Location:
Taguig, National Capital Region
Contract Type:
Full Time
Experience Required:
5 to 10 years
Education Level:
Bachelor’s Degree
Job Description
Job Title: Technology Analyst - Voice Infrastructure Specialist
Job Level: IT Assistant Manager
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 voice infrastructure
Must be amenable to working in shifting schedules
Must be able to work onsite 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, 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.
Benefits:
HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities
Job Level: IT Assistant Manager
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 voice infrastructure
Must be amenable to working in shifting schedules
Must be able to work onsite 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, 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.
Benefits:
HMO for Employee and 2 Dependents (On Day 1)
Quarterly performance bonus
Outstanding career development opportunities
Number of vacancies:
1
Company Description
We DO NOT charge an applicant.
Founded by experts with more than 70 years of collective experience in the staffing solutions industry, TASQ understands the unique challenges in the talent acquisition space and is committed to being the trusted partner of companies in their pursuit of hiring the best people to fill their manpower needs.
Composed of highly skilled team members who have worked with organizations ranging from small-to-medium entities to large-scale enterprises (including Fortune 500 companies), TASQ is fully capable of meeting staffing demands at all levels and across different industries.
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