Job Details

Telephony Engineer (AYA11908)

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Teleperformance Philippines






Multiple Sites, Metro Manila, Philippines


Information Technology




Job Summary

Establish the telephony environment by designing system configuration, directing system installation and defining, documenting and enforcing system standards 


Design & Implementation

  • Design and implement new solutions and improve resilience of the current environment
  • Support and administer telephony environments in line with IT security policy
  • Configure voice routing and switching equipment, hosted IP voice services and adjuncts 
  • Secure voice systems by establishing and enforcing policies, and defining and monitoring access 

Fault Management

  • Undertake voice network fault investigations in local and wide area environments using information from multiple sources
  • Provide remote support to on-site engineers and end users/customers during installation 
  • Provide remote troubleshooting and fault finding if issues occur upon initial installation 

Capacity Management & Reporting 

  • Undertake capacity management and audit of IP telephony hosted devices within data centres
  • Report voice network operational status by gathering and prioritizing information and managing projects
  • Upgrade voice network equipment to the latest stable firmware releases 
  • Maximize network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades and collaborating with voice network architects on voice network optimization 

Customer Engagement 

  • Liaise with project management teams, third-line engineers and service desk engineers on a regular basis
  • Speak to customers via email and phone for initial requirement capture

Standards for Measuring Success 

  • SLA Adherence for tickets and issues
  • Audit and Compliance
  • Adherence to reporting and tracking requirements Projects 

Tools & Resources required 

  • Standard office
  • Computer equipment 

Environmental Attributes 

  • Willing to go the extra mile. 
  • Proficient at multi-tasking with excellent keyboard skills 
  • Willing to travel to other work locations



  • Good understanding of the organization's goals and objectives
  • Highly self motivated and directed, with keen attention to detail
  • Proven analytical and problem-solving abilities


  • Experience working in a team-oriented, collaborative environment
  • Knowledge of applicable data privacy practices and laws
  • Strong interpersonal, written, and oral communication skills
  • Able to conduct research into networking issues and products as required
  • Ability to present ideas in user-friendly language
  • Able to effectively prioritize tasks in a high-pressure environment
  • Strong customer service orientation
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Strong documentation skills
  • Speaks Mandarin or Bahasa aside from English


  • Proven experience and success with Voice Network, and Adjuncts design and implementation
  • Proven experience with voice network capacity planning & routing, security principles, and general management best practices
  • Proven experience with Avaya, C.


  • Minimum of 3-6 year Voice Network experience; Relevant tertiary and/or professional qualifications or equivalent experience in an Enterprise environment