Telephony Engineer

Company Profile:

Our client is a leading contact center and BPO since 2002, providing world-class, omnichannel customer support across industries such as telecommunications, finance, e-commerce, travel, and healthcare. Through comprehensive training and strategic partnerships, they empower skilled agents to deliver seamless, complex interactions while driving measurable business results, brand loyalty, and exceptional customer experiences.

As part of their growth in the Philippines, they are expanding their technical team and are looking for a highly driven, results-oriented Telephony Engineer to join and contribute to their innovative projects.

Overall purpose and responsibilities of the role:

As a Telephony Engineer, you will provide Tier 2 technical support, primarily assisting business clients in the QSR (Quick Service Restaurant) sector. You will work hands-on with PBX systems, VoIP technologies, router configuration, on-site platform deployment, and hardware/network troubleshooting. The role requires a technically skilled professional with experience in configuring and deploying telephony systems on-site, handling escalated issues, and supporting client-facing operations within a structured office environment.

Duties and Responsibilities:

Advanced Troubleshooting & Resolution

·       Serve as the first technical specialist for voice, network, LTE, issues – which could be connection, input, output, or hardware issues

·       Troubleshoot and resolve LTE/4G/5G primary and failover internet outages, VOIP failures, SIP issues, and store phone outages

·       Diagnose and restore issues related to call forwarding, hunt groups, routing tables, NAT/firewall rules, and PBX feature configuration

·       Perform deep-dive investigations into network topology issues including VLANs, VPN tunnels, routing behavior between multiple carriers, and switch-level problems

·       Conduct full root-cause analysis and produce detailed remediation documentation.

·       Exceptional communication skills working

·       Exceptional team working skills

·       High independent working capable of solving complex problems with little procedural guidance

System Configuration & Deployment

·       Configure, install, and support PBX systems, routers (Cradlepoint, InHand), modems, antennas, and related telephony hardware

·       Perform command-line-based configuration and troubleshooting within Linux environments and router OS platforms

·       Set up and maintain secure remote tunnels

·       Oversee and advise on network cabling installations, physical topology, and on-premise hardware setups

Cross-Vendor & ISP Coordination

·       Coordinate directly with ISPs, carriers, vendors, and external engineering teams to escalate, validate, and resolve service-impacting issues

·       Coordinate multi-system troubleshooting across vendor environments (ISP, PBX provider, router vendor, LTE carrier, etc.)

·       Ensure accurate and timely communication during outages, degradations, or complex multi-party investigations

Ticket Ownership & Technical Leadership

·       Handle senior-level ticket management and ensure thorough documentation of steps, findings, and resolutions

·       Mentor Tier 1 and Tier 2 teams, provide technical direction, and contribute to knowledge base development

·       Evaluate recurring issues to recommend infrastructure changes, process improvements, or engineering enhancements

·       Coordinate across multiple internal departments real-time including Sales, Executive leadership, and distribution to resolve issues

Must-have Skills / Qualification:

·       Bachelor’s degree graduate of 4-year course

·       5+ years’ experience working with supporting / installing on-premise hardware, routers, switches, telephony equipment, and local network infrastructure

·       3+ years providing first-hand, real-time remote technical guidance to technicians, customers, or internal support teams

·       Expert-level knowledge of network topology, subnetting, routing, VLANs, NAT, firewalls, and ISP protocols

·       Strong Linux command-line proficiency, including CLI-based diagnostics, tunneling, SSH, and command-level network tools.

·       Advanced troubleshooting skills for VOIP, SIP, PBX configuration, and phone system behavior

·       Proven ability to troubleshoot LTE/4G/5G primary and backup internet issues including modem/antenna alignment, failover behavior, and carrier-level diagnostics

·       5+ years senior-level ticket handling or Tier 2 / senior engineering support experience

·       Experience configuring and installing routers (Cradlepoint, InHand), PBX systems, and network cabling

·       Experience working with telco engineering teams or QSR technology environments is highly valued

Soft Skills

·       Exceptional written and verbal communication skills—able to simplify complex issues for non-technical stakeholders

·       Highly independent, strong self-starter, able to operate with minimal procedural guidance

·       Excellent team collaboration, able to mentor others and maintain calm under pressure

·       Strong problem-solving mindset with a commitment to accuracy, documentation, and customer impact

Advantageous Experience/Skills:

·       Certifications

o   LPIC-1 / LPIC-2

o   TIL v4 Foundations

o   CWNA (Certified Wireless network administrator)

o   CWNP Program (CWSP or CWDP)

o   Cerfified VoIP Professional

o   SIP School Certified

·       Must have a working understanding and application knowledge of Asterisk

Location:

Full onsite work at Central Business Park 1, Pasay

Working Hours / Job Type:

Monday to Friday, from 9:00 PM to 6:00 AM Manila time, with 8 core working hours exclusive of 1 hour break