IT Assistant Manager

3 weeks ago

Taguig, National Capital Region, Philippines TASQ Staffing Solutions Full time

Requirements:

  • Bachelors degree in computer science, IT, Engineering, or a related field
  • At least 5 to 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 in US Shifts

Responsibilities:

  • ProvideL2/L3 supportforAvaya AuraandGenesys Cloud CXplatforms.
  • Performdaily monitoring,health checks, andpreventive maintenanceof voice infrastructure.
  • Manageincidents,service requests, andchange ticketsusing ITSM tools.
  • Collaborate withtelecom vendors,service providers, andinternal teamsfor issue resolution and escalations.
  • Configure and optimizecall flows,routing strategies,IVRs, andcontact center functionalities.
  • Supportthird-party integrations, including CRMs and analytics platforms.
  • Participate inplatform upgrades,patch management, andcloud migrations.
  • Maintain detailedtechnical documentation, SOPs, and knowledge base articles.
  • Stay current withplatform updates,industry best practices, andsecurity advisories.
  • Ensurecompliancewith internal audit and vulnerability closure processes (e.g., CVE-ID tracking, Archer portal updates).

Technical Skills & Experience

Mandatory

  • Hands-on experience withAvaya Auracomponents: CM, SM, SBC, AEP, SMGR, CMS, AES.
  • Proficiency inGenesys Cloud CXadministration, including call routing, API usage, and reporting.
  • Strong understanding ofSIP,VoIP, andtelephony protocols.
  • Familiarity withcall recording systems,reporting dashboards, andanalytics tools.

Preferred

  • Experience incloud migration projectsand hybrid voice environments.
  • Integration knowledge withCRM platformslike Salesforce, ServiceNow, or similar.
  • Exposure tosecurity complianceandaudit processesin 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
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