Job Description

Position Purpose: The primary responsibility of this role is to monitor and ensure operational efficiency of day-to-day Oracle SBC operations. Utilize software tools to achieve optimum SBC performance and maximize system uptime. Perform SBC trouble-shooting and in-depth call analysis and utilize system reports for proactive system monitoring. The software tools that will be utilized by the Engineer will include, but not be limited to: Oracle SBC and OCOM, Avaya hosted ACD, Bright Pattern hosted ACD, Wireshark, MS Office (Excel, Word, Power Point, Power Pivot, etc.), Elastic reports (primarily for custom reporting and deepdive data analytics).

• Monitor and ensure operational efficiency of day-to-day Oracle SBC operations.

• Perform SBC trouble-shooting and in-depth call analysis and utilize system reports for proactive system monitoring.

• Assist System Architect to develop, build, support SIP solutions for contact center connectivity.

• Second level problem escalation for Oracle SBC, Avaya ACD/PBX, voice infrastructure, Voice/Data network circuits.

• Voice infrastructure projects

• Monitor the performance and efficiencies, provide recommendations for improvements.

• Clearly document all work with systems and servers which you have contact responsibility

• Utilize Elastic reports for OCOM to develop monitoring reports for Supervisors. Also, for custom proactive reporting and deep-dive data analytics.

• Analyze data and system performance to identify trends, risks and possible improvements, providing expert (best practices) technical direction for SBC related projects.

• Variable 24X7 on call rotation and occasional after-hours support required

• Work from Home position - Requires high quality stable internet connectivity.

Qualifications:

• Required - Oracle SBC training certification

• Required knowledge of IP networking, routing, used for SIP Telephony infrastructure.

• Basic knowledge of Cloud Based/Premise Based ACD Telephony infrastructure.

• Network A ++ Certification

• Minimum 3-5 years' experience in a call center environment with a minimum 2 years' experience with Oracle SBC's.

• Experience with Wireshark to perform in depth call analysis.

• Avaya ACD experience is strongly suggested

• Omni Channel ACD technology is suggested

• Extensive Microsoft Office experience with advanced

• Knowledge of MS Excel, MS Word, MS Power Point, MS Outlook

• Excellent verbal and written communication, interpersonal skills, strong analytical and statistical analysis skills

• Takes initiative with strong decisive insight, organization, attention to detail and problem-solving skills in a team environment

• Self-starter and independent that is team oriented, and results driven

• Available to work flexible schedules usually US (Eastern/Mountain) time zone but should be flexible to support another Geo/region (APAC/SEA) as required. On call 7/24/365

• Qualification: Computer Graduate/Diploma in Engineering preferably with Telecommunication, Electronics, or Computer Science.

Job Types: Full-time, PermanentPay: Php60,000.00 - Php90,000.00 per monthBenefits:

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Work from home

Schedule:

• Flexible shift
• Monday to Friday
• Night shift
• Rotational shift

Supplemental Pay:

• 13th month salary
• Overtime pay