IT Assistant Manager for Voice Infrastructure - BGC Taguig
Taguig City, Metro Manila
Permanent
Full-time
21 days ago
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 "We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education." Show more Show less