ResultsCX
Description IT Infrastructure Senior Engineer Full Location: Pasig - PH Our IT Infrastructure Senior Engineer will work on maintaining and monitoring primarily the current telecommunications systems and network connectivity, design and support several call flows for multiple clients, support business needs to service inbound and outbound agent and multi-channel integration. This role will involve planning, designing, and implementing local and remote data & voice communications hardware, software, telecommunications connectivity and procedures; identifying, evaluating and developing network systems procedures; overseeing data network configuration; and managing the data network supporting a rapidly growing VoIP environment. We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX! In this role you will: Complete configuration, installation, and support the equipment in Microsoft Windows/Linux environments to the specifications of client requirements Create Visio drawings of infrastructure layout for virtual and physical hardware in the DataCenter. Create Infrastructure scripting and automation Spec out servers and infrastructure for enterprise needs Add physical parts to servers and implementation Integrate servers, including database, application, web, print, and backup servers and their associated software into enterprise systems. Design and perform server and security audits, system backup procedures, and other recovery processes in accordance with the company’s disaster recovery and business continuity strategies. Manage all aspects of virtualization and the administration of VMWare VCenter, OPS Manager and VSphere Have responsibility for advanced management of storage area network environments to include hardware vendors such as EMC, HPE 3Par, Nimble, Dell PowerVault Backups & Restore both virtual and physical servers Conduct research on software and systems products to justify recommendations and to support purchasing efforts. Interact and negotiate with vendors, outsourcers, and contractors to secure system-related products and services. Monitor and test system performance; prepare and deliver system performance statistics and reports. Monitor performance, capacity and availability of the voice infrastructure. Help design and implement short and long-term strategic plans to ensure the voice solutions meet existing and future requirements. Develop strategies to solve complex technical challenges. Produce reports regularly to reporting manager on current projects statuses, challenges and risk factors. Responsible for maintaining compliance with applicable policies and procedures. Develop and maintain accurate network diagrams and information, including but not limited to IT infrastructure interdependencies, LOB logical data flows. Act as point of escalation with recurring telecommunications and network/routing issues, including root cause analysis and remediation. Identify and resolve ongoing local area and wide area network problems and issues. Manage IOS upgrades and patches for network gear. Maintain firewall configurations for ongoing security requirements. Manage remote access VPN configuration and client/vendor VPN interconnects. Process requests to setup new Lines of business or make modification on existing LOBs. Serve as a cross-platform technical subject matter expert to facilitate the integration of voice systems and network infrastructure with business applications and internal Systems and Security infrastructure and requirements, and to optimize the use of carrier services. Meet with internal IT teams, vendors and clients to develop strategy and plans for implementation of new sites, locations and technology. Travel occasionally to local Data Center collocation for installation/maintenance. Participate in On-Call rotation for support of 24x7 operations. Represent local Network and Telecom infrastructure in the global Change Management process. We are looking for someone who has: An advanced understanding of Datacenter power solutions and power load handling. An Advanced understanding of diverse IT environments to allow for architecting of solutions, both new and existing. Working knowledge of LAN technologies isci, fiber, fiber mesh, ILO, Console access Advanced understanding of Microsoft Windows active directory along with group policy administration Minimum of 5 years’ direct experience with Windows/Linux administration and maintenance, in at least medium sized company, preferably in a service providing industry. 5+ years support experience with VMWare Infrastructure. 5+ years’ experience with data protection (backup/restore) technology solution. 5+ years’ experience with out-of-band management technologies for servers. 5+ years on-hand experience in troubleshooting, performance tuning, and problem resolution. Ability to create Infrastructure scripting and automation including PowerShell and other tools Experience with DNS, PKI, DFS, WSUS and Patch Management. Experience specking out servers and infrastructure for enterprise needs Experience adding physical parts to servers and implementation Experience with Network Security scanning tool such as Nessus and Qualys. Symantec Antivirus Management or similar technology solution. Knowledge on IIS and Apache Web Server management. Experience with Citrix Presentation Server 4.5 or higher. Minimum of 5 years direct experience in IT and telecoms with network design, administration and maintenance experience in either a medium sized commercial network or large enterprise, preferably in a service providing industry. Required hands-on experience with: Asterisk SBC VOIP Solutions Cisco routers Cisco Layer 2/3 switches; Cisco IOS CLI Cisco/Barracuda Firewall & VPN configurations. Routing protocols – EIGRP, OSPF, BGP, etc. LAN Technologies – Ethernet, HSRP, VTP, Trunking, Etherchannel, etc.; WAN Technologies – MPLS, Private Line, MetroEthernet, AWS, Azure, etc. Desired experience with monitoring solutions such as SolarWinds, LogicMonitor and similar, Cisco/Meraki wireless, and additional LAN technologies such as GLBP and VRF Competent understanding of telecom work with DNIS, APN, IVR, ANI, SIP, FAS, NFAS, etc. Deep understanding of SIP , VOIP and SBC protocols and design criteria, also experience with Wireshark and ability to pull and understand SIP traces. Experience with troubleshooting call routing, call quality and latency issues in VOIP. Deep understanding of LAN/WAN networking, TCP/IP, and VoIP technologies. Experience installing/troubleshooting LAN/WAN and PBX hardware components. Ability to read and create paper and electronic documents such as technical diagrams, flowcharts, presentations, spread sheets, etc. Excellent motivation, dependability, accountability, and punctuality. Strong documentation, communication skills, and ability to train others. Schedule flexibility to work overtime and on-call. Participate in On-Call rotation for support of 24x7 operations. About ResultsCX: ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients. Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.
ResultsCX
