L3 Technical Support, Mandaluyong

Responsibilities

Provide L2/L3 technical support for telephony and contact center platforms, ensuring high availability and optimal performance.

Troubleshoot complex incidents, perform root-cause analysis, and drive timely resolution of voice, call routing, SIP, IVR, CTI, and call flow issues.

Monitor system health, capacity, and performance of telephony infrastructure.

Configure, maintain, and optimize telephony applications, PBX systems, SBCs, gateways, and related communication tools.

Collaborate with cross-functional teams, third-party vendors, and carriers to resolve escalated issues.

Support deployment, upgrades, and migrations of voice systems and integrations.

Document solutions, create knowledge base articles, and ensure operational readiness through process improvements.

Participate in on-call rotation for critical incidents as needed.

Job Requirements

Must have 2+ years of experience in Telephony/Contact Center technologies.

Hands-on experience with enterprise telephony systems such as:

Cisco Call Manager (CUCM), UCCX/UCCE

Avaya Aura / IP Office

Genesys Cloud / Genesys Engage

NICE, Five9, or similar platforms

Strong understanding of SIP, VoIP, RTP, QoS, SBCs, gateways, and network-related voice issues.

Ability to handle L2/L3-level issues, including logs, traces, protocol analysis, and configuration troubleshooting.

Experience with monitoring tools and diagnosing performance bottlenecks.

Strong analytical skills, attention to detail, and ability to work in high-impact environments.