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 Skills:
• 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

• Preferred Qualifications:
• Bachelors degree in Information Technology, Computer Engineering, Telecommunications, or related field
• Relevant certifications or training in voice technologies or networking
• BPO background
• PBX Systems experience