437 Voice Engineer jobs in the Philippines

About the Role

We are 5C Virtual Assistance, a trusted VA agency that supports businesses across various industries. One of our clients, a well-established
Debt Relief and Mortgage company in California
, is looking to add
1 experienced ViciDial Specialist / Voice Engineer
to their IT team.

The ideal candidate will manage, optimize, and troubleshoot their voice infrastructure, ensuring seamless operations and enhancing call quality and reliability.

Schedule:
8AM – 5PM PST

Rate:
Php65,000/month

Key Responsibilities:

• Implement, configure, and maintain Vicidial dialer systems and RingCentral phone systems.
• Monitor performance, analyze voice traffic, and proactively address issues to minimize downtime.
• Provide technical support and training to end-users and internal teams.
• Perform routine updates, backups, and maintenance of all voice communication systems.
• Collaborate with telecom providers to ensure optimal service performance and reliability.
• Continuously research and recommend improvements or upgrades to existing systems and technology.

Qualifications:

• Proven experience (minimum 2 years) as a Voice Engineer specializing in Vicidial and RingCentral.
• Strong understanding of VoIP protocols (SIP, RTP, TCP/IP).
• Proficiency in troubleshooting complex issues and providing timely resolutions.
• Familiarity with network infrastructure, routers, switches, and firewall configurations.
• Excellent problem-solving and communication skills.
• Ability to work independently and collaboratively in a remote environment.
• Relevant certifications (Vicidial, RingCentral, CCNA Voice, etc.) preferred but not mandatory.

Application Process:

Interested candidates, please submit your resume along with a cover letter highlighting your relevant experience with Vicidial and RingCentral.

Applicants must be available for an interview tomorrow, October 20 (Monday), at 5:00 PM Manila time.

A Voice Engineer designs, implements, maintains, and troubleshoots voice communication systems, especially VoIP (Voice over IP) and unified communications, to ensure reliable and efficient organizational connectivity

Responsibilities:

· Create and install voice communication systems, including VoIP, telephony, and unified communications solutions.

· Perform ongoing maintenance and upgrades of voice hardware, software, and infrastructure

· Identify and resolve network and system issues to ensure seamless voice and data communication

· Monitor and enhance the performance, efficiency, and reliability of voice networks

· Implement and maintain security measures for voice communication systems

· Provide technical support to users and assist with the deployment of new systems

Requirements:

· Deep understanding of VoIP and unified communications platforms like Unified Communications Manager

· Proficiency in designing and managing local area networks (LANs), wide area networks (WANs), and data communications.

· Professional certifications in voice and network technologies are often required

Make your next big career move by applying as KMC Solutions' next CUSTOMER CARE SPECIALIST

Overview: Our client is an expansion and coverage model of a commercial customers to be able to provide more efficient and effective service. The Customer Care Specialist provides comprehensive support to commercial accounts, combining the functions of Customer Management and Technical Support. This team focuses on ensuring customer satisfaction, resolving technical issues, and driving product adoption. The hybrid model allows for efficient handling of both proactive and reactive support needs. The team will work under Pooled model vs named account, which will help with overall capacity planning and coverage.

As a Customer Care Specialist, you will play a pivotal role in this model, combining technical support expertise with proactive customer success management. You will be responsible for resolving customer inquiries, providing technical assistance, and guiding customers toward achieving their business goals. This role requires a blend of technical proficiency, strong communication skills, and a customer-centric mindset.

Responsibilities:

Support Activities:

I. Technical Support & Ticket Management:

● Provide comprehensive technical support: Respond to customer inquiries via email and chat, diagnose and resolve technical issues, and escalate complex problems to Level 3 or Product teams. Act as a liaison between engineering, customer success, and sales on technical issues affecting our customers.

● Manage ticket lifecycle: Monitor incoming support tickets, prioritize based on severity and impact, provide timely updates, and ensure adherence to Service Level Agreements (SLAs).

● Product Escalation: Collaborate with our engineering team to solve more complex issues. Identify, document, and follow up with engineers on product bugs and features.

● Maintain knowledge resources: Contribute to and utilize the customer-facing knowledge base, creating and updating articles, FAQs, and tutorials to promote self-service.

II. Customer Success & Engagement:

● Facilitate customer onboarding: Guide new customers through initial onboarding, ensuring understanding of basic functionality and a smooth transition.

● Proactively engage customers: Conduct regular check-ins and health checks with key customers to assess product usage, identify potential issues, and ensure they are maximizing product value.

● Respond to CSM inquiries: Address customer inquiries related to platform licensing, product reviews, and other CSM-related topics, providing guidance and support.

● Gather and advocate for customer feedback: Collect customer feedback and relay it to product and engineering teams, advocating for customer needs and priorities within the organization.

● Identify growth opportunities: Monitor customer usage and potential up and cross-sell opportunities.

● Provide guidance and support via tickets: Proactively provide guidance and support via tickets, in order to maximize customer value. Ensure Tickets are being managed within SLA

● Document interactions: Accurately log all customer interactions and support activities in the ticketing system and update customer profiles in Gainsight and Salesforce (SFDC) with relevant information.

Qualifications:

● Fluent in English;

● Excellent written and verbal communication skills;

● Previous experience in a client-facing technical role for a product business;

● Strong problem-solving, decision-making, and critical-thinking skills;

● Professional, courteous, and committed to providing amazing customer support;

● Open-minded, positive, and keen to learn;

● Great attitude, team player;

● Willing to work flexible hours;

● Keen to mentor and help train junior team members.

● Strong technical aptitude and ability to learn new technologies quickly.

● Excellent communication, interpersonal, and problem-solving skills.

● Ability to manage multiple tasks and prioritize effectively.

Nice to Have:

● Fluent level in other languages (preferably German, French, Dutch or Spanish);

● Degree in a technical subject;

● Knowledge of IP Telephony;

● Experience diagnosing QoS issues;

● Experience with call center technology such as IVRs ;

● Experience with Salesforce as an admin or developer.

Job Description:

Responsible for AVAYA administration, Incident Management/handling, Project Management, Capacity and Documentation.

Duties and responsibilities:

• Daily monitoring for faults and outages
• Responsible in the implementation of service orders, testing and activation of Voice Data equipment.
• Functions as Second Level Personnel in isolation and troubleshooting of AVAYA phones and equipment.
• Responsible for retrieval and keeping the voice file using NICE logger equipment.
• Responsible for monthly preventive maintenance of AVAYA and Asterisk VOIP equipment

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science or equivalent
• At least (5) five years of solid experience in network management, with AVAYA/ Telephony
• Avaya administration- advanced (CM8, Session Management, vectoring, call routing, etc.)
• Familiar with the following: Verint or AVAYA Workforce Optimization Contract Recorder; NICE NRX/NTR; Call Management System R18 or R19; Call Accounting System- Teltrac; Integration/ adjunct configuration
• Must be willing to work onsite and be assigned in Makati/Ortigas.

Job Summary: This role is responsible for the comprehensive management of the organization's voice network infrastructure. This includes designing, deploying, administering, and supporting voice services to ensure high reliability and quality. The successful candidate will work closely with other IT teams to ensure seamless integration of voice solutions. Key Responsibilities:
• Voice Network Management: o Design and deploy voice infrastructure components, including AudioCodes Session Border Controllers (SBCs) and Media Gateways. o Administer Cisco Unified Communications Manager (CUCM) and Cisco Unified Communications Manager Express (CME) environments. o Configure and manage call routing protocols and strategies. o Perform endpoint provisioning and management for voice devices.
• Technical Support & Performance: o Provide advanced technical support for voice-related issues, troubleshooting complex problems to resolution. o Proactively monitor voice network performance, identifying and addressing potential issues to maintain service quality. o Analyze call detail records (CDRs) and other metrics to optimize voice service performance.
• Documentation & Compliance: o Develop and maintain comprehensive documentation for voice network configurations, topologies, and processes. o Ensure configurations adhere to best practices and organizational standards.
• Collaboration & Integration: o Collaborate effectively with other IT teams (e.g., network, security, server teams) to ensure seamless integration of voice services within the broader IT infrastructure. o Participate in cross-functional projects related to voice technology. Required Skills and Experience:
• Voice Infrastructure: o Proven experience with AudioCodes SBCs and Media Gateways, including configuration, troubleshooting, and maintenance. o Strong expertise in Cisco CUCM (Unified Communications Manager) administration, including call routing, dial plans, security, and integration with other systems. o Proficiency with Cisco CME (Unified Communications Manager Express) configuration and management. o Solid understanding of SIP, H.323, MGCP, and other voice protocols.
• Networking Fundamentals: o Fundamental understanding of IP networking principles, including VLANs, QoS, VPNs, and routing protocols. o Ability to troubleshoot network connectivity issues impacting voice services.
• Technical Support & Troubleshooting: o Demonstrated ability to provide advanced technical support for complex voice issues. o Strong analytical and problem-solving skills, with a methodical approach to troubleshooting.
• Documentation: o Excellent documentation skills, with the ability to create clear and concise technical documents.
• Collaboration: o Strong interpersonal and communication skills, with the ability to work effectively in a team environment and collaborate with various stakeholders.
• Customer Service Orientation: o Commitment to delivering high-quality, reliable voice services to end-users. Skills for SNOW (ServiceNow):
• ServiceNow IT Service Management (ITSM): o Experience using ServiceNow for incident management, problem management, change management, and service request fulfillment. o Ability to accurately document incidents, problems, and changes within ServiceNow. o Familiarity with creating and managing service requests related to voice services in ServiceNow.
• ServiceNow CMDB (Configuration Management Database): o Understanding of how voice infrastructure components (e.g., SBCs, Media Gateways, CUCM clusters, IP Phones) are represented and managed within the ServiceNow CMDB. o Ability to verify and update configuration item (CI) information for voice assets in ServiceNow.
• ServiceNow Reporting & Dashboards: o Basic ability to generate reports and utilize dashboards in ServiceNow to monitor voice service performance and support metrics. Preferred Qualifications:
• Cisco Certifications (e.g., CCNA Collaboration, CCNP Collaboration).
• Experience with other voice technologies (e.g., AudioCodes, CUCM, Cisco Phones).
• Familiarity with scripting or automation tools for voice network management.

Job Type: Temporary

Contract length: 6 months

Application Question(s):

• Are you okay with 6 months Contract job ?
• How many years of experience you have as Network Voice Engineer?
• May i know your Expected Salary?
• Do You have Any Certification Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP) and ITIL V3, V4?

Job Title : Voice Network Engineer

Location: Manila City, PH (Hybrid/2x a week onsite)

Position Type: 6 Months Contract

Job Description :

Summary:

This role is responsible for the comprehensive management of the organization's voice network infrastructure. This includes designing, deploying, administering, and supporting voice services to ensure high reliability and quality. The successful candidate will work closely with other IT teams to ensure seamless integration of voice solutions.

Preferred Qualifications:

• Cisco Certifications (e.g., CCNA Collaboration, CCNP Collaboration).
• Experience with other voice technologies (e.g., AudioCodes, CUCM, Cisco Phones).
• Familiarity with scripting or automation tools for voice network management.

Roles and Responsibilities:

• Install, set up, remove, and store telephone handsets.
• Manage phone system setups for new store openings.
• Provide comprehensive support for telephone hardware, including conference room phones, headsets, and MCS Cisco hardware.
• Support and troubleshoot software including Jabber Soft Phone, CallManager, and Unity Voicemail.
• Address and resolve user-reported issues such as dial tone problems, inability to make calls, and poor call quality.
• Manage and support analog devices, including VG310 port resets, ATA187 devices, retail paging, and POS dialing systems.
• Administer E911 services, including ELIN programming and alerting.
• Manage MS Team Voice by assigning DIDs, handling user requests, and troubleshooting call quality.
• Oversee DID number assignments, call routing, and abbreviated dialing configurations.
• Provide dedicated support for conference room phones, including troubleshooting, moving, and setup.
• Maintain and troubleshoot SIP trunks, including monitoring and call routing management.

Qualifications

• Proven experience with installing and setting up telephone handsets and systems.
• Strong knowledge of Cisco Unified Communications, including CallManager, Unity Voicemail, and MCS hardware.
• Experience with softphone solutions like Jabber.
• Proficiency in managing analog voice gateways and devices (e.g., VG310, ATA187).
• Experience with E911 programming and alerting protocols.
• Demonstrated ability to administer and support Microsoft Teams Voice.
• Solid understanding of DID management, call routing, and SIP trunking.
• Excellent troubleshooting skills with the ability to diagnose and resolve call quality and connectivity issues.
• Experience providing support for various endpoints, including conference phones and headsets.

Additional Requirements:

• The candidate should have minimum 2-5 years of experience in Enterprise IP Telephony
• This position is based at our Manila office

Graduate of a 4 to 5-year course preferably in Computer Science or any IT related courses

At least 5+ years' experience in administering, installing, configuring, supporting and designing full-scale

Telephony System, PBX, Adjuncts, CMS, SIP and related devices/technologies.

Team player with good interpersonal skills – can easily relate with people in various levels of organization

At least 1-2 years operations management responsibilities

• Highly experienced with Avaya and Webex required
• Salary rate up to 100k monthly
• Complete Benefits
• Full Time Permanent

Job Summary
This role is support, maintain, and enhance our Genesys PureCloud solutions. This role is responsible for the day-to-day operations, implementation, and migration of Genesys Cloud platforms, ensuring seamless communication experiences for users and stakeholders.

Core Responsibilities

• Day to day support and maintenance of Genesys PureCloud Solutions
• Migration and implementation of Genesys PureCloud Solution
• Monitor project progress and adjust as necessary to ensure successful project delivery.
• Creation of Documentation and Knowledge base
• Responsible for managing incident and service requests
• Manage and coordinate team activities, working closely with different support groups.
• Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.
• Act as the primary point of contact for stakeholders regarding Genesys PureCloud projects.

Skills And Experience

• Hands on experience on troubleshooting Genesys PureCloud solutions
• Experience on migration and implementation of Genesys PureCloud
• Knowledge on Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
• Good knowledge on Gateway configuration and Genesys SIP Trucking and Dial Plans.
• Able to troubleshoot and identify the root causes via reading logs and other Genesys tools for troubleshooting.
• Can explain the issue clearly to the Vendor and provide necessary information correctly if the Vendors need it
• Knowledge on network routing, VOIP Protocols, SIP Responses, Handshake communication etc.

Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.

Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits.

What's in it for you?

• Competitive Total Rewards Package
• Target variable incentives
• Medical Plan (HMO) from Day 1 of employment with free dependents
• Life insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Night Differential offered
• Employee Referral Program
• All Mandatory Statutory Benefits

R1 RCM Inc. ("the Company") is dedicated to the fundamentals of equal employment opportunity. The Company's employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person's age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

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