Department:             Global Services

Location:                  Guatemala; Remote

Position Type:          Contract

Reports to :               Voice Support Lead

The Voice Support Specialist is responsible for the planning, design, implementation and support of telephony technologies and VoIP networking infrastructures. This individual will act as a primary point of contact for support and guidance of telephony related technologies.

Key Responsibilities:

  • Day to day management of the Telephony environment to ensure optimal services.
  • Daily operational support, maintenance and troubleshooting of Avaya servers and products including CMS.
  • Owner of all Global Interactive Voice Response Systems.
  • Maintain relationships with third party vendors.
  • Management of all toll free and local phone numbers utilized both internally and externally.
  • Budget responsibilities related to vendors and internal telephony costs.
  • Evaluate hardware, software, and communications products and provide recommendations to the Technical Infrastructure team.
  • Identify and recommend changes needed in the infrastructure to optimize Guest-tek’s technological goals.
  • Implement technology and infrastructure changes.
  • Manage issue identification and resolution in a timely and efficient manner.
  • Act as the point of contact for telephony related issue resolution.
  • Identify and recommend cost-saving opportunities and effective asset management.
  • Communicate major process and procedure changes to end users and stakeholders.
  • Perform root-cause analyses and make recommendations for improvements.

Personal Attributes:

  • Excellent problem solving and analytical skills.
  • Ability to manage, communicate, and facilitate change.
  • Able to analyze and forecast current and future needs.
  • Strong communications skills, both verbal and written.
  • Ability to work well under pressure and fast paced conditions.
  • Strong team player, ability to contribute to and lead a team.


  • Experience with Avaya Telephony systems, hardware, and software a must.
  • Knowledgeable on Avaya’s Call Management System and reporting abilities.
  • Ability to build and design Interactive Voice Reponses Systems
  • Understanding of the OSI network model.
  • Familiarity with QOS, with an emphasis on VoIP, SIP, and TCP/IP networking.
  • Some knowledge of LAN/WAN and firewall policies.
  • Current technical experience relevant to VoIP infrastructure.
  • VoIP Networking Architecture and troubleshooting.
  • Experience with AudioCodes.

GuestTek Interactive Entertainment Ltd

GuestTek Interactive Entertainment Ltd
Company Type
Publicly Traded
Company Size
201-500 employees
Guatemala City, OT, GT
Customer Support
Telecom & Wireless
Company Website
GuestTek Interactive Entertainment Ltd
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