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Call Center

2 weeks ago

Ayala Alabang, National Capital Region, Philippines Viventis Search Asia Full time ₱800,000 - ₱1,200,000 per year

IT Engineer (Voice & Telephony)

Keep the conversation flowing with crystal-clear connections

Job Summary

We are seeking a skilled
IT Engineer (Voice & Telephony)
to support, manage, and enhance our call center's voice and telephony infrastructure. The role will ensure seamless, reliable, and high-quality communication systems that empower our teams to deliver exceptional customer service.

Key Responsibilities

  • Install, configure, and maintain
    voice and telephony systems
    (VoIP, PBX, SIP, call routing, etc.) across the call center.
  • Monitor system performance and proactively address
    network or voice quality issues
    to ensure optimal uptime.
  • Provide
    technical support
    for call center voice platforms, including troubleshooting hardware, software, and connectivity issues.
  • Manage integrations between
    telephony platforms, CRM systems, and workforce tools
    .
  • Perform routine
    system checks, upgrades, and patches
    to maintain secure and reliable voice operations.
  • Collaborate with IT, operations, and vendors for
    system improvements, migrations, or expansions
    .
  • Create and maintain
    documentation
    for telephony infrastructure, configurations, and support procedures.
  • Train and assist internal teams with proper use of telephony systems.

Qualifications

  • Bachelor's degree in
    Information Technology, Computer Engineering, or related field
    (or equivalent work experience).
  • Minimum
    2–4 years' experience
    in IT support or engineering with a focus on
    voice and telephony systems
    .
  • Strong knowledge of
    VoIP, SIP, PBX systems, call routing, and IVR
    .
  • Experience with
    call center platforms
    (Genesys, Avaya, Cisco, Five9, or similar) preferred.
  • Familiarity with
    networking protocols (LAN/WAN, TCP/IP, QoS)
    and troubleshooting tools.
  • Excellent
    problem-solving and communication skills
    .
  • Ability to work in a
    fast-paced, 24/7 call center environment
    with shifting priorities.

What We Offer

  • Competitive salary and benefits package.
  • Opportunity to work with
    cutting-edge telephony technology
    .
  • Collaborative and growth-oriented workplace.
  • Be a key player in keeping conversations clear and connections strong