Enterprise IP Telephony

3 hours ago

Mandaluyong City, National Capital Region, Philippines Xurpas Inc Full time ₱360,000 - ₱720,000 per year

Key Responsibilities:

● Provide L2/L3 technical support for telephony and contact center platforms, ensuring high availability and optimal performance.

● Troubleshoot complex incidents, perform root-cause analysis, and drive timely resolution of voice, call routing, SIP, IVR, CTI, and call flow issues.

● Monitor system health, capacity, and performance of telephony infrastructure.

● Configure, maintain, and optimize telephony applications, PBX systems, SBCs, gateways, and related communication tools.

● Collaborate with cross-functional teams, third-party vendors, and carriers to resolve escalated issues.

● Support deployment, upgrades, and migrations of voice systems and integrations.

● Document solutions, create knowledge base articles, and ensure operational readiness through process improvements.

● Participate in on-call rotation for critical incidents as needed.

Required Skills & Qualifications:

● Must have 2+ years of experience in Telephony/Contact center technologies

● Hands-on experience with enterprise telephony systems such as:

○ Cisco Call Manager (CUCM), UCCX/UCCE

○ Avaya Aura / IP Office

○ Genesys Cloud / Genesys Engage

○ NICE, Five9, or similar platforms

● Strong understanding of SIP, VoIP, RTP, QoS, SBCs, gateways, and network-related voice issues.

● Ability to handle L2/L3-level issues, including logs, traces, protocol analysis, and configuration troubleshooting.

● Experience with monitoring tools and diagnosing performance bottlenecks.

● Strong analytical skills, attention to detail, and ability to work in high-impact environments.

Preferred Qualifications:

● Relevant certifications (e.g., Cisco CCNA/CCNP Collaboration, Avaya/Genesys certification).

● Experience in large-scale enterprise environments or mission-critical telephony operations.

● Familiarity with ITIL processes (Incident, Problem, Change Management).

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