Infrastructure Engineer (Telephony & Unified Communications)

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Overview

The Infrastructure Engineer is responsible for the end-to-end administration, maintenance, and optimization of the organization's voice, video, and document imaging systems. This role ensures high availability of PABX systems, seamless conferencing capabilities, and efficient print management across all branches and corporate centers.

Responsibilities:

• Manage and maintain multi-vendor PABX environments including Avaya, Cisco CUCM, Volare IPPBX, and Asterisk.
• Perform routine hardware maintenance, software upgrades, and security patching to ensure 99.9% uptime.
• Administer user lifecycles: oversee extension creation, housekeeping for staff movements/resignations, and physical handset deployment.
• Support legacy Analogue/Keyphone systems, Siemens, including line patching and hardware relocation.

• Administer cloud-based collaboration platforms including Cisco Webex.
• Manage Voice Recording compliance (Verint, Avaya ACR) and Call Billing (Imagicle and Uniflow) to ensure data integrity and regulatory adherence.

• Maintain servers, manage storage, and perform software upgrades for Voice Recorders (VERINT Witness, AVAYA ACR, IMAGICLE, Volare) and Call Billing systems (IMAGICLE and UNIFLOW).
• Generate essential monthly billing reports and manage system licenses/user profiles.
  

• Provide technical subject matter expertise (SME) for infrastructure projects, including Call Center IVR refreshes and SIP Telephony migrations.
• Lead Cutover Standby support during system migrations or office relocations (e.g., Singapore-Malaysia centralized office projects).

Skills and Experience We Are Looking For:

• Systems Expertise: Hands-on experience with Cisco CUCM, Avaya PABX.
• UC Tools: Proficiency in Verint Witness, Imagicle Billing, and Webex Administration.
• Infrastructure: Solid understanding of Windows Server (WINS) for Uniflow management and basic networking for IP-telephony troubleshooting.
• Maintenance: Proven experience in conducting Preventive Maintenance (PM) for AV hardware and server-side storage management.

• Operational Excellence: Ability to manage scheduled maintenance without disrupting business operations.
• Stakeholder Management: Comfortable providing onsite support for executive-level meetings and auditorium events.
• Analytical Thinking: Skilled in troubleshooting complex dropped call scenarios or recording gaps