Deskripsi Pekerjaan
About the Role
Tenerity is at the forefront of digital engagement, and our Network and Telecom Services Team is crucial to maintaining our global presence. We are seeking a highly skilled Senior Telecom Engineer to join our team in Bonifacio Global City. In this role, you will be the subject matter expert for our enterprise telecommunications platforms, specifically leading the administration and optimization of our Nice InContact CXone and Freshdesk environments.
This is an individual contributor role with high visibility. You will architect, deploy, and maintain our voice and digital customer interaction platforms. Your deep understanding of contact center technologies (CCaaS) and ITSM workflows will directly impact our customer satisfaction and operational efficiency. You will manage SIP trunking, VoIP gateways, and session border controllers, ensuring carrier-grade uptime and performance. Beyond day-to-day operations, you will drive strategic initiatives such as system upgrades, automation of workflows, and integration of AI-powered tools into our contact center ecosystem.
We are looking for a proactive problem-solver who thrives in a fast-paced enterprise environment. You will collaborate closely with our Network Engineering, IT Security, and Customer Experience teams. Your ability to translate business requirements into robust technical configurations on both Nice InContact and Freshdesk will set you apart. You will also mentor junior team members and contribute to our technology roadmap, ensuring our telecom infrastructure is scalable, resilient, and future-proof.
This is an exciting opportunity to own the telecom architecture at a globally recognized company. If you are passionate about contact center technologies and ready to make a significant impact from our BGC hub, we want to hear from you. Join Tenerity and help us connect with our customers in meaningful ways.
Tanggung Jawab
- Serve as the primary administrator for our Nice InContact CXone platform, including ACD routing, IVR scripting, WFM integrations, and reporting.
- Administrate and optimize Freshdesk (Mint/Next Gen), configuring ticket workflows, automations, SLAs, and portal customizations.
- Design, implement, and maintain enterprise-grade VoIP solutions, managing SIP trunking, PRI circuits, and SBC configurations (AudioCodes/Oracle).
- Monitor network performance and telecom capacity, performing root cause analysis for major incidents and implementing permanent fixes.
- Lead integration projects connecting Nice InContact and Freshdesk with downstream systems (CRM, ERP) via APIs and middleware.
- Develop and maintain comprehensive documentation for all telecom systems, including network diagrams and disaster recovery plans.
- Manage vendor relationships for telecom carriers and software platforms, negotiating contracts and ensuring SLA adherence.
- Provide Level 3 support for complex escalations and participate in an on-call rotation for critical system uptime.
Kualifikasi
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 5+ years of hands-on experience in Telecom Engineering or Contact Center Administration.
- Proven, deep expertise with Nice InContact CXone (Studio scripting, Architect, Agent Desktop, Analytics).
- Proven expertise with Freshdesk administration (Mint & Next Gen platforms, marketplace apps, Discovery Reports).
- Strong knowledge of VoIP protocols and technologies: SIP, RTP, ISDN, QoS.
- Experience with call recording systems, WFM software, and speech analytics platforms is a strong plus.
- Excellent troubleshooting and analytical skills with a customer-centric approach.
- Excellent verbal and written communication skills; able to document and present technical strategies clearly.