Overview

IT Assistant Manager - Technology Analyst for Voice Infrastructure (BGC Taguig)

About the job

IT Assistant Manager - Technology Analyst for Voice Infrastructure (BGC Taguig)

Responsibilities

• Perform daily monitoring, health checks, and preventive maintenance of voice infrastructure.
• Manage incidents, service requests, and change tickets using ITSM tools.
• Collaborate with telecom vendors, service providers, and internal teams for issue resolution and escalations.
• Configure and optimize call flows, routing strategies, IVRs, and contact center functionalities.
• Support third-party integrations, including CRMs and analytics platforms.
• Participate in platform upgrades, patch management, and cloud migrations.
• Maintain detailed technical documentation, SOPs, and knowledge base articles.
• Stay current with platform updates, industry best practices, and security advisories. ...