Application Consultant – Workforce Engagement Management
Five9
VoIP
Job Level
Mid-LevelSenior
Tech Stack
VoIP
About the role
- Engineer, support, and manage Tala's global telephony environment (VoIP, Asterisk PBXs, Five9, call recording) to maintain high quality and availability.
- Ensure high availability of PBX servers, softphones, network connectivity, and related hardware to achieve 99.9% uptime.
- Collaborate with Operations and Shared Services to strategize and implement a unified communications platform.
- Administer and optimize Five9 dialer platform(s): user management, campaign configuration, performance monitoring, troubleshooting.
- Manage SIP trunking infrastructure globally: ensure call quality, capacity, cost-effectiveness, negotiate with SIP providers, optimize routing.
- Administer and maintain Asterisk PBX systems globally: configuration, upgrades, security patching, custom dial plans, integrations.
- Manage GSM gateway infrastructure (primarily Philippines): troubleshoot connectivity and optimize mobile routing.
- Provide Tier 2/3 global telephony support and develop monitoring dashboards and alerts to proactively identify and resolve issues.
Requirements
- 3+ years of experience in managing and maintaining complex telephony systems, specifically in a call center environment.
- Deep understanding of VoIP technologies, including SIP, GSM, and RTP.
- Extensive experience with Asterisk PBX administration, including dial plan development and troubleshooting.
- Experience with dialer platforms (e.g., Five9, Genesys) is highly desirable.
- Strong troubleshooting and problem-solving skills.
- Vendor negotiation and management
- End-user IT helpdesk management and support
