Lead Solution Engineer, Voice Systems

Grab Pasig, National Capital Region, Philippines

Join to apply for the Lead Solution Engineer, Voice Systems role at Grab . This role is onsite in Pasig City, Philippines.

At Grabber Technology Solutions (GTS), we revolutionise the technology experience for every Grabber. Our mission is to empower our team with seamless and innovative solutions that enhance their daily work. We are a diverse group of forward-thinkers committed to creating personalised IT experiences.

You will report to Senior Manager, IT Infrastructure. The Voice Systems team provides a comprehensive voice solution, offering service modules such as inbound/outbound call center solutions, auto-dialer, video call, CRM integration, and omni-channel support. You will collaborate with CPaaS vendors to deliver these solutions to Grab\'s Support Contact Centre. You will serve as a Subject Matter Expert (SME), responsible for project managing and delivering these voice solutions to meet the specific needs of the Contact Centre. This role will be onsite in Pasig City.

• Unified Communications & Voice System Management: Implementation, solution delivery, and enhancement of Unified Communications products for voice system and infrastructure, including design upgrades to support global growth and system stability and reliability assurance with full BCP.
• Automation & Optimisation: Automate tasks to maintain optimal functioning and consistency of voice systems.
• Strategic Collaboration & Direction Setting: Work with Telco carriers, vendors and business units to coordinate the future direction of the voice system and identify enhancement opportunities.
• Project Planning & Execution: Lead planning, coordination and implementation of medium to large Voice contact centre solutions, tracking project milestones and adjusting resources.
• Governance & Compliance: Establish Voice project management processes and methodologies to ensure timely, budget-compliant delivery and meet customer expectations. Support system audits to ensure compliance with stringent requirements.
• Resource & Performance Management: Assemble Voice project plans, direct and monitor work efforts, identify resource needs, perform quality reviews, and develop departmental goals, budgets, and KPIs in line with overall GTS objectives.
• Solution Procurement & Implementation: Lead new business requirements gathering, RFP, POC, and business case presentations.

What Essential Skills You Will Need

• Educational & Professional Background: BS degree in IT/Computer Science/Telecommunication or equivalent experience, with at least 8 years of relevant experience.
• Telecommunication Software Proficiency: Experience with Asterisk, xCally, Avaya, NICE, CISCO, FreePBX, Vicidial, traditional PBX and Asterisk.
• Technical Skills: Good understanding of Voice System and CRM integration, API, Plugin, Collection Dialer feature setup, Linux Servers, and Linux Scripting languages such as Shell and Python Scripts. Basic knowledge of SQL Language and familiarity with MySQL.
• Server Management: Ability to build and monitor services on production servers, with experience in AWS Server and Management Tools. Experience setting up and maintaining OpenVPN and VPC.
• Telecommunication Protocols: Understand SIP (Session Initiate Protocol) and basic IP routing and switching experience (CCNA or CCENT certification is an advantage but not strictly required).
• IT Security Knowledge: Must have a working knowledge of IT security as it relates to cloud-based infrastructure and understand HA and DR concepts.
• Experience in Call Centre Environment: Previous experience in a Call Centre environment is a plus.

We care about your well-being at Grab, here are some of the global benefits we offer:

• Term Life Insurance and comprehensive Medical Insurance.
• GrabFlex to create a benefits package that suits your needs.
• Parental and Birthday leave, and Love-all-Serve-all (LASA) volunteering leave.
• Grabber Assistance Programme for personal challenges.
• FlexWork arrangements with differentiated hours.

We are committed to an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical or mental impairments or disabilities, and other attributes that make them unique.

• Executive

• Full-time

• Information Technology

• Software Development

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