IT Specialist

IT Specialist (Voice and Telephony) Job Description Classification: IT Specialist (Voice and Telephony)Reports To: IT Manager Location: Alabang (On-site), Muntinlupa City, Metro Manila, PhilippinesAbout Pinnacle Intelligence:Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions that engage customers, accelerate sales growth, and elevate the auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.Position Summary:The Voice and Telephony IT Specialist will be responsible for managing and maintaining our VoIP systems, ensuring high availability and performance of voice services, and providing end-user support and training on telephony features. This role will also involve integrating telephony with other systems, participating in telephony migration, and ensuring compliance with company policies.Key Responsibilities: Voice System Administration: Manage and maintain VoIP systems (e.g., Cisco, Avaya, 3CX, Zoom Phone, Microsoft Teams Phone, etc.) Configure and support PBX systems, SIP trunks, and analog/digital gateways Telephony Infrastructure Support: Troubleshoot issues related to call quality, dropped calls, latency, and voice network performance Monitor system performance and ensure high availability of voice services User Provisioning and Support: Set up new users, extensions, voicemail, and call routing Provide end-user support and training on telephony features Integration : Integrate telephony with other systems (e.g., CRM, helpdesk, UC platforms) Participate in telephony migration Security and Compliance: Ensure voice systems are secure, patched, and compliant with company policies Implement call recording, encryption, and backup solutions as needed Documentation and Reporting: Maintain documentation for configurations, topologies, and support procedures Generate reports on call usage, performance, or billing Skills & Qualifications: Required Skills: Must have 2-3 years relevant work experienceExperience in voice system administration Proficiency in managing and maintaining VoIP systems (e.g., Cisco, Avaya, 3CX, Zoom Phone, Microsoft Teams Phone, etc.) Ability to configure and support PBX systems, SIP trunks, and analog/digital gateways Strong troubleshooting skills for call quality, dropped calls, latency, and voice network performance issues Experience in monitoring system performance and ensuring high availability of voice services Skills in user provisioning, setting up new users, extensions, voicemail, and call routing Ability to provide end-user support and training on telephony features Experience in integrating telephony with other systems (e.g., CRM, helpdesk, UC platforms) Participation in telephony migration Knowledge of security and compliance for voice systems, including call recording, encryption, and backup solutions Ability to maintain documentation for configurations, topologies, and support procedures Skills in generating reports on call usage, performance, or billing Preferred Qualifications: Bachelors degree in Information Technology, Computer Engineering, Telecommunications, or related field Relevant certifications or training in voice technologies or networkingBPO backgroundPBX Systems experience Why Join Pinnacle Intelligence?Pinnacle Intelligence offers a unique opportunity to be part of a growing and innovative company that is redefining intelligent business solutions for the automotive retail industry. We provide a collaborative work environment, opportunities for professional growth, and the chance to make a significant impact on our clients' success. If you are a skilled Voice and Telephony IT Engineer eager to contribute to a dynamic team, we encourage you to apply