Senior Telecom Analyst – Temporary

TASQ Staffing Solutions

Senior Telecom Analyst maintaining omni-channel Contact Center platforms and corporate telephony technologies at BGC Taguig. Requires extensive telecom engineering experience and technical skill set.

Posted 4/30/2026full-timeTaguig • 🇵🇭 PhilippinesSeniorWebsite

Tech Stack

Tools & technologies

ServiceNowVoIP

About the role

Key responsibilities & impact

Maintain enterprise Contact Center and corporate telecommunications systems
Design, configure, enhance, and test platform elements including call routing, IVR scripting, hours of operation, address book transfers, to meet business requirements.
Support maintenance of the telecommunications toll free and DID number portfolio, port orders, documentation, and ongoing utilization review for operational and cost efficiencies.
Serve as primary administrator and technical lead for Nice inContact CXOne platform including ACD, IVR, Auto Dialer, OMNI Channel, WFM, Studio, and interaction analytics.
Manage Freshdesk and Freshchat administration including ticket lifecycle workflows, automation rules, SLA's, routing rules, and user roles.
Design and implement complex call flow architectures using Nice Studio scripting for voice, email and chat channels.
Develop API integrations for backend systems and third-party applications.
Support collaboration and mentoring with team to effectively support telecommunications systems, including engaging cross-functional teams to provide appropriate expertise (API development, database, storage, and networking support).
Work closely with leadership to manage internal stakeholders and vendor relationships, to manage support tickets, review and maintain ongoing service levels, invoices, and drive cost reduction.
Collaborate with management to ensure efficient operation and ongoing improvement of systems and collaborate on designing and implementing new solutions for our clients.
Provide advanced troubleshooting for contact center issues, call routing problems and system integrations.
Update and review operational policies and procedures, and business continuity and disaster recovery documentation.
Create and maintain system documentation, call flow diagrams, and operational procedures, including knowledge base articles for common issues and solutions.
Support, design, and participate in Disaster Recovery exercises.
On Call rotation required

Requirements

What you’ll need

At least 7 years of telecom engineering experience with focus on supporting Contact Center agent telephony solutions including Omnichannel and related technologies.
At least 5 years hands-on experience with Freshworks FreshDesk products (Email and Chat) or similar ticketing systems is strongly preferred.
At least 5 years experience with NICE InContact CXone administration is strongly preferred.
At least 3 years experience maintaining Avaya Call Recorder/NICE Call Recording is preferred
Experience supporting a global enterprise and regulatory requirements including PCI-DSS, GDPR, and CCPA.
Strong technical knowledge associated with enterprise email systems is preferred.
Experience with Toll Free and DID numbers, and telecom carrier portals.
Experience with Microsoft Teams Operator Connect or Direct Routing a plus.
Proficiency in Microsoft Office suite, Jira, Confluence, and ServiceNow.
Knowledge of PSTN, TollFree, VoIP, and SIP implementations.
Ability to perform diagnostics and analysis to isolate call quality issues.
Strong analytical and problem-solving skills with ability to troubleshoot complex technical issues.
Bachelor's degree in Telecommunications, Information Technology, Engineering, Computer Science or related discipline, or an equivalent combination of education and experience in contact center operations.
Certifications (Nice InContact CIP Core plus, CIP QM, CIP PC) or equivalent is a plus.

Benefits

Comp & perks

Temporary Hybrid work setup (Onsite once a week)
Work schedule: Predominantly Night Shift

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

telecom engineeringContact Center solutionsOmnichannel technologiesFreshworks FreshDeskNICE InContact CXone administrationAvaya Call RecorderAPI integrationscall flow architecturetroubleshootingdisaster recovery

Soft Skills

analytical skillsproblem-solving skillscollaborationmentoringstakeholder managementcommunicationleadership

Certifications

Nice InContact CIP Core plusCIP QMCIP PC