- Location
- Davao City-SM Annex, Philippines
- Type
- Full-time
- Department
- Healthcare
- Experience
- 2+ years
- Education
- Bachelor
- Source
- Workday
Description
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Job Summary**
As a DVSM (Digital Voice and Speech Mechanic) for VXI Global Solutions, you will be responsible for ensuring the optimal performance and quality of our voice-based customer service platforms. You will troubleshoot, maintain, and optimize digital voice systems, aiming to deliver an exceptional and seamless experience for our customers.
Job Responsibilities**
* Monitor and analyze voice quality metrics, identifying and resolving issues related to audio clarity, latency, and connectivity.
* Perform routine maintenance and upgrades on digital voice and speech recognition systems.
* Collaborate with engineering and IT teams to diagnose and resolve complex technical problems affecting voice services.
* Implement and test new voice features and functionalities to enhance customer interaction.
* Document technical procedures, troubleshooting steps, and system configurations.
* Participate in on-call rotations to provide 24/7 support for critical voice infrastructure.
* Conduct root cause analysis for voice-related incidents and implement preventative measures.
* Provide technical support and guidance to call center agents and operations staff regarding voice system usage.
Job Qualifications**
* Bachelor's degree in Computer Science, Telecommunications, or a related technical field.
* 2+ years of experience in supporting and troubleshooting digital voice platforms (e.g., VoIP, SIP, Genesys, Avaya).
* Strong understanding of voice codecs, network protocols (TCP/IP, UDP), and telecommunication standards.
* Experience with speech recognition technologies and natural language processing (NLP) concepts.
* Proficiency in using monitoring tools for voice quality and system performance.
* Excellent problem-solving and analytical skills.
* Ability to work independently and as part of a team in a fast-paced environment.
* Strong written and verbal communication skills.
* Certifications in relevant voice technologies (e.g., CCNA Collaboration) are a plus.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!