Industry: IT-Supply Chain
Job Type: Permanent
Job Location: BGC - Taguig
Experience Level: Experienced
Responsibilities:
- Demonstrate strong knowledge of voice network hardware, software, topologies, and protocols
- Maintain excellent expertise in Cisco VoIP infrastructure
- Manage and support Automatic Call Distribution (ACD) and large-scale Interactive Voice Response (IVR) systems
- Lead selection, design, implementation, and support of enterprise voice network systems and diagnostic tools
- Apply strong analytical skills, judgment, and problem-solving techniques
- Exhibit excellent organizational, project management, and troubleshooting abilities with attention to detail
- Understand client expectations and resolve issues affecting delivery
- Communicate technical proposals effectively to management
- Collaborate within a matrixed organization using strong interpersonal skills
- Mentor, coach, and train junior engineers
- Work independently with minimal supervision
- Handle high-pressure situations and adapt to quick-changing circumstances; retail background is a plus
- Participate in 24×7 shifting or on-call rotation as required
Non-Negotiable Skills:
- Experience in configuring and troubleshooting Cisco Unity Connection and Cisco Unified Call Manager (CUCM)
- Experience in configuring and troubleshooting Cisco Contact Center tools (Finesse, eGain, Calabrio, ICM)
- Knowledge and troubleshooting of Cisco Unified Border Element (CUBE)
Job Qualifications:
- 4-year or 5-year degree in Computer Science, Information Systems, Computer Engineering, Electronics and Communication Engineering, or a related field; or equivalent work experience
- CCNA Collaboration certification or equivalent combination of education and experience
- 5+ years as a lead voice support engineer in infrastructure/voice network environments
- 5+ years of engineering and deployment experience
- Strong knowledge of voice network hardware/software, infrastructure design, topologies, and protocols
Voice Solutions Expertise:
- Cisco Unity Connection
- Cisco Unified Call Manager (CUCM)
- Cisco Voice Portal (CVP)
- Cisco Unified Border Element (CUBE)
- VXML Gateways
- Session Initiation Protocol (SIP) Trunks
- Cisco Emergency Responder (CER)
- Cisco Attendant Console
- Cisco Unified Communications Manager Session Management Edition (SME)
- Cisco WebEx Soft Phone
- Voice Gateways, PSTN Trunks FXO, T1/E1
- QoS knowledge for voice and video infrastructure
- Enterprise Dial-Plan knowledge