Job Title: Technology Analyst - Voice Infrastructure SpecialistJob Level: IT Assistant ManagerBenefits:HMO for Employee and 2 Dependents (On Day 1)Quarterly performance bonusOutstanding career development opportunitiesKey requirements:Bachelor's degree in computer science, IT, Engineering, or a related fieldAt least 5 - 8 years of working experience in IT, with a focus on voice infrastructureMust be amenable to working in shifting schedulesMust be able to work on-site at BGC Taguig US shifts.Key ResponsibilitiesProvide 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 & ExperienceMandatoryHands-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.PreferredExperience includes 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.
