IT Specialist (Voice and Telephony)

Department: Information Technology

Reports To: IT Manager

Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines

Position Summary:
The Voice and Telephony IT Specialist will be responsible for managing and maintaining our VoIP systems, ensuring high availability and performance of voice services, and providing end-user support and training on telephony features. This role will also involve integrating telephony with other systems, participating in telephony migration, and ensuring compliance with company policies.

Key Responsibilities:

• Voice System Administration: Manage and maintain VoIP systems (e.g., Cisco, Avaya, 3CX, Zoom Phone, Microsoft Teams Phone, etc.). Configure and support PBX systems, SIP trunks, and analog/digital gateways.
• Telephony Infrastructure Support: Troubleshoot issues related to call quality, dropped calls, latency, and voice network performance. Monitor system performance and ensure high availability of voice services.
• User Provisioning and Support: Set up new users, extensions, voicemail, and call routing. Provide end-user support and training on telephony features.
• Integration: Integrate telephony with other systems (e.g., CRM, helpdesk, UC platforms). Participate in telephony migration.
• Security and Compliance: Ensure voice systems are secure, patched, and compliant with company policies. Implement call recording, encryption, and backup solutions as needed.
• Documentation and Reporting: Maintain documentation for configurations, topologies, and support procedures. Generate reports on call usage, performance, or billing

Skills & Qualifications:

• Required:
  • Must have 2-3 years relevant work experience
  • Experience in voice system administration
  • Proficiency in managing and maintaining VoIP systems (e.g., Cisco, Avaya, 3CX, Zoom Phone, Microsoft Teams Phone, etc.)
  • Ability to configure and support PBX systems, SIP trunks, and analog/digital gateways
  • Strong troubleshooting skills for call quality, dropped calls, latency, and voice network performance issues
  • Experience in monitoring system performance and ensuring high availability of voice services
  • Skills in user provisioning, setting up new users, extensions, voicemail, and call routing
  • Ability to provide end-user support and training on telephony features
  • Experience in integrating telephony with other systems (e.g., CRM, helpdesk, UC platforms)
  • Participation in telephony migration
  • Knowledge of security and compliance for voice systems, including call recording, encryption, and backup solutions
  • Ability to maintain documentation for configurations, topologies, and support procedures
  • Skills in generating reports on call usage, performance, or billing
  • Must be willing to work fully onsite in Alabang, Muntinlupa.
  • Must be amenable to a night‑shift work schedule.
• Preferred:
  • Bachelor's degree in Information Technology, Computer Engineering, Telecommunications, or related field
  • Relevant certifications or training in voice technologies or networking
  • BPO background
  • PBX Systems experience
    

Why Join Pinnacle Intelligence?

Pinnacle Intelligence offers a unique opportunity to be part of a growing and innovative company that is redefining intelligent business solutions for the automotive retail industry. We provide a collaborative work environment, opportunities for professional growth, and the chance to make a significant impact on our clients' success. If you are a skilled Voice and Telephony IT Engineer eager to contribute to a dynamic team, we encourage you to apply!