Call Center

4 weeks ago

Metro Manila Philippines Buscojobs Full time

IT Engineer (Voice & Telephony)

Keep the conversation flowing with crystal-clear connections

Job Summary

We are seeking a skilled IT Engineer (Voice & Telephony) to support, manage, and enhance our call center's voice and telephony infrastructure. The role will ensure seamless, reliable, and high-quality communication systems that empower our teams to deliver exceptional customer service.

Key Responsibilities
  • Install, configure, and maintain voice and telephony systems (VoIP, PBX, SIP, call routing, etc.) across the call center.
  • Monitor system performance and proactively address network or voice quality issues to ensure optimal uptime.
  • Provide technical support for call center voice platforms, including troubleshooting hardware, software, and connectivity issues.
  • Manage integrations between telephony platforms, CRM systems, and workforce tools.
  • Perform routine system checks, upgrades, and patches to maintain secure and reliable voice operations.
  • Collaborate with IT, operations, and vendors for system improvements, migrations, or expansions.
  • Create and maintain documentation for telephony infrastructure, configurations, and support procedures.
  • Train and assist internal teams with proper use of telephony systems.
Qualifications

Bachelor's degree in Information Technology, Computer Engineering, or related field (or equivalent work experience). Minimum 2–4 years' experience in IT support or engineering with a focus on voice and telephony systems. Strong knowledge of VoIP, SIP, PBX systems, call routing, and IVR. Experience with call center platforms (Genesys, Avaya, Cisco, Five9, or similar) preferred. Familiarity with networking protocols (LAN/WAN, TCP/IP, QoS) and troubleshooting tools. Excellent problem-solving and communication skills. Ability to work in a fast-paced, 24/7 call center environment with shifting priorities.

What We Offer

Competitive salary and benefits package. Opportunity to work with cutting-edge telephony technology. Collaborative and growth-oriented workplace. Be a key player in keeping conversations clear and connections strong

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