Senior Voice Systems Specialist

2 weeks ago

Pasig, National Capital Region, Philippines beBeeExpert Full time ₱800,000 - ₱1,200,000
About Grab

Grab is a leading technology company in Southeast Asia, driving the region forward by empowering everyone with heart, hunger, honor, and humility.

Our mission is to provide personalized IT experiences that meet the needs of our customers. We are committed to innovation and making a significant impact on technology.

Voice Systems Team

The Voice Systems team provides comprehensive voice solutions, including inbound/outbound call center solutions, auto-dialer, video call, CRM integration, and omni-channel support.

We collaborate with vendors to deliver these solutions to our Support Contact Centre.

Job Description

You will serve as a Subject Matter Expert (SME), responsible for project managing and delivering voice solutions to meet the specific needs of the Contact Centre.

Critical Tasks You Will Perform:

  • Unified Communications & Voice System Management: Implementation, solution delivery, and enhancement of Unified Communications products for voice system and infrastructure.
  • Automation & Optimisation: Automate tasks to maintain optimal functioning and consistency of voice systems.
  • Strategic Collaboration & Direction Setting: Work with partners 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 objectives.
Essential Skills

What Essential Skills You Will Need:

  • Educational & Professional Background: Bachelor's degree in IT/Computer Science/Telecommunication or equivalent experience, with at least 8 years of relevant experience.
  • 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.
  • 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.
Life at Grab

At Grab, we care about your well-being. Here are some benefits we offer:

  • Term Life Insurance and comprehensive Medical Insurance.
  • Flexible Work arrangements.
  • Parental and Birthday leave, and give back to your communities through volunteering leave.

We are committed to building an inclusive and equitable workplace that provides equal opportunity for everyone to grow and perform at their best. We consider all candidates fairly and equally regardless of attributes that make them unique.

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