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Unified Communications Admin

Keywords / Skills : Asterisk

3 - 13 years
Posted: 2019-03-13

Technical Support Engineer
Posted On
13th Mar 2019
Job Description
• Administers Acquire’s Unified Communications Platforms (Genesys, Segue, Vici, Cisco, Asterisk).

• This involves maintaining Acquire’s Communications platforms and Related Infrastructure via its various administrative interfaces.

• Physical and logical deployment and troubleshooting of voice services & equipment.

• Installing, configuring and supporting Acquire’s Communications Platforms and Peripherals.

• Reviews and coordinates the preparation of reports, writes or drafts reports, articles or other communications to internal and external customers and associates.

• Performs research activities by utilizing computer software to obtain and manipulate data.

• Tracking, escalation follow up, and reporting for timely resolution of user incidents, problems and change requests according to the internal service delivery, support policies & procedures and agreed service levels.

• Escalate to other ICT departments or 3rd party vendors (Genesys, SIP providers, etc) and track until resolution.

• Practical experience with call recording systems ie. Verint

• Knowledge and experience with pre and post UAT process

• Keep track of the phone and license inventory

• Continuously keeping up-to-date the area related to internal knowledge base and prepare required documentation, procedure definitions in order to ensure effective support work and knowledge transfer toward 1st line support organization units.

• CTI application experience

• Knowledge of call routing and site/server interconnectivity with good understanding of TCP/IP, VLAN’s and other data network technologies

• Administers and maintains back up, recovery, performance tuning and configuration of phone systems/equipment to ensure availability and productivity

• Analyzes company and customer needs regarding telephony equipment and services.

• Ensures the timely and effective delivery of technical and telecoms services and support to the ICT Group in compliance to Service Level Agreements (SLAs) defined with all internal and external customers.

• Support activities to global or regional projects for implementing new applications or new releases of existing ones.

• Exert all efforts, exhausting various possibilities to provide internal and external clients the service they require within the agreed guidelines and standards.


• Ability to follow, document, and maintain standard procedures.

• Proven knowledge of ACD, SBC, Call Routing, Media Server & Gateways, Asterisk, IVR, SIP, ISDN, IP Telephony and Call Recording.

• Technical skills must include knowledge on Call Center Voice technologies (Genesys, Cisco, Avaya, Asterisk, etc.)

• Superior analytical and problem-solving abilities with keen attention to detail.

• Ability to respond to requests for technical assistance via phone and through other electronic means.

• Technical discipline to effectively perform routine assignments; as well as applied knowledge of established procedures, policies and practices.

• Ability to diagnose the cause of a problem in a complex environment and provide effective solutions quickly.

• Interpersonal and communication skills necessary to train others in computer system.

• Ability to simplify complex technical terms when assisting end-user.

• Ability to communicate problems with supervisors as they become known.

• Ability to meet deadlines.

• Able to react to change productively and handle other essential tasks as assigned.

• Excellent written and verbal communication skills including interpersonal / customer service skills.

• Must possess a strong commitment to high-quality customer service and solid work ethic.

• Exceptionally self-motivated and directed with ability to set and manage priorities judiciously.

• Ability to provide Acquire BPO customers with outstanding customer care and service at all times.

• Willing to work variable shifts including evening, weekends and public holidays.

Key Skill(s)

About Company

Acquire BPO is an award-winning global outsourcer with over 7,000 employees operating out of 12 state-of-the-art facilities in the Philippines, the Dominican Republic, Australia and the United States. We are one of the fastest-growing BPO companies and Australia’s largest outsourcer to the Philippines.

We provide contact center, BPO, marketing and animation solutions to private and publicly listed clients from around the world across a wide range of industries including telecommunications, banking and financial services, insurance, media, education and retail.

Acquire is dynamic organization with possibilities to take your career to the next level. We are looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Apply with us today and #AcquireHappiness.

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