Voice & Telephony Systems Manager

5 days ago

Quezon City, National Capital Region, Philippines ACCPRO INTERNATIONAL Full time ₱900,000 - ₱1,200,000 per year

Voice & Telephony Systems Manager

Location: Quezon City

Work Shift: Night Shift / Shifting Schedule (between 7 PM – 9 PM)

Work Setup: Onsite

Level: Managerial

Job Summary

We are seeking a highly skilled Voice & Telephony Systems Manager to lead the administration, design, and support of IP Telephony, Video Conferencing, and Genesys PureCloud solutions. The ideal candidate will bring Level 3 (L3) technical expertise in Cisco IPT, VoIP protocols, and Avaya Recording, while also driving successful migration, implementation, and optimization of communication platforms.

Key Responsibilities

  • Provide day-to-day support and maintenance of Genesys PureCloud solutions.
  • Lead migration and implementation of Genesys PureCloud platforms.
  • Monitor and manage project progress, ensuring timely and successful delivery.
  • Create documentation, SOPs, and knowledge base materials.
  • Handle incident and service request management with quick resolution.
  • Coordinate and manage team activities, collaborating across multiple support groups.
  • Conduct regular platform reviews to ensure performance and user satisfaction.
  • Serve as the main point of contact for stakeholders regarding Genesys PureCloud initiatives.

Skills & Qualifications

  • Strong hands-on experience in troubleshooting Genesys PureCloud solutions.
  • Proven background in migration and implementation of Genesys PureCloud.
  • Deep knowledge of call flows, inbound/outbound campaigns, call recordings, and call monitoring.
  • Expertise in Cisco IPT, VoIP protocols (SIP, H.323, MGCP, SCCP), Jabber, and Avaya Recording.
  • Solid understanding of Gateway configuration, SIP trunking, and dial plans.
  • Ability to identify root causes using Genesys logs and tools, and communicate issues effectively to vendors.
  • Knowledge of network routing, VoIP protocols, SIP responses, and handshake communication.
  • Strong leadership and stakeholder management skills.

What We Offer

  • Competitive Total Rewards Package
  • Target Variable Incentives
  • Medical Plan (HMO) from Day 1 + Free Dependents
  • Life Insurance Coverage
  • Paid Time-Off Benefits & Sick Leave Conversion
  • Night Differential Pay
  • Employee Referral Program
  • All Government-Mandated Benefits

Take the lead in driving world-class voice communication systems. Join us today as a Voice & Telephony Systems Manager

Job Type: Full-time

Application Question(s):

    1. Total Relevant Years of Experience as a Voice Engineer in the BPO Industry:

  • Total Relevant Years of Experience as a Voice/Genesys PureCloud Engineer:

  • Is your CCNA certification active?

  • Active Viber Number:

  • Active Email Address:
  • Current Salary:
  • Expected Salary:
  • Availability for Interview (Please indicate preferred dates/times):
  • Are you open to working in either BGC or Quezon City?
  • Are you open to a flexible and/or night shift schedule?
  • Are you amenable to work onsite?
  • Do you have any family members, partners, or acquaintances currently working at or applying to R1?
  • Have you been previously employed by R1:

Work Location: In person

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