Telephony and Network Lead

Summary

Join Tala, a leading fintech company, as a Global Telephony Engineer and play a crucial role in managing and maintaining our global telephony infrastructure. You will be responsible for overseeing the administration and optimization of our voice systems, including VoIP infrastructure, Asterisk PBXs, Five9 call center systems, and call recording systems. This role requires extensive experience in managing complex telephony systems in a call center environment, deep understanding of VoIP technologies, and strong troubleshooting skills. You will collaborate with global teams, manage vendors, and ensure high availability and quality of our telephony services. The position offers the opportunity to contribute to a mission-driven company with a global impact and a remote-first approach.

Requirements

• 5+ 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
• Strong troubleshooting and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team

Responsibilities

• Collaborate with the Shared Services team globally to oversee the administration, maintenance, and optimization of Five9 dialer platform(s). This includes user management, campaign configuration, performance monitoring, and troubleshooting
• Manage and maintain our SIP trunking infrastructure globally, ensuring call quality, capacity, and cost-effectiveness. Negotiate with SIP providers and optimize routing strategies
• Administer and maintain our Asterisk-based PBX systems globally, including configuration, upgrades, security patching, and troubleshooting. Develop and maintain custom dial plans and integrations
• Manage and maintain our GSM gateway infrastructure primarily in the Philippines, ensuring reliable connectivity for mobile calls. Troubleshoot connectivity issues and optimize routing for cost efficiency
• Provide Tier 2/3 support for all telephony-related issues globally, working closely with the Shared services and other teams to resolve problems quickly and efficiently
• Proactively monitor the performance of all telephony systems globally, identify potential issues, and implement solutions to ensure high availability and call quality. Develop and maintain monitoring dashboards and alerts
• Manage relationships with telephony vendors globally, including SIP providers, dialer vendors, and hardware suppliers. Negotiate contracts and ensure service level agreements are met
• Maintain accurate and up-to-date documentation for all telephony systems, including network diagrams, configuration guides, and troubleshooting procedures
• Lead or participate in telephony-related projects globally, such as system upgrades, migrations, and new implementations
• Ensure all telephony systems comply with relevant industry regulations and security standards
• Provide on-call support for critical telephony issues as needed
• Provide other IT support as needed in the Philippines office

Preferred Qualifications

• Experience with scripting languages (e.g., Python, Bash)
• Vendor negotiation and management
• End-user IT helpdesk management and support
• Experience with dialer platforms e.g., Five9, Genesys