Telephony Engineer (US-Remote)

Department: Technology 

Reports To: Technology Operations

Location: Alabang, Muntinlupa, Philippines

About Pinnacle Intelligence:

Pinnacle Intelligence is powering the future of auto retail with AI, Data, and Automation. We provide sustainable and scalable digital solutions that engage customers, accelerate sales growth, and elevate the automotive value chain. Driven by intelligence at every turn, we unlock the full potential of our partners and set new standards for market leadership.

Position Summary:

The Telephony Engineer is a mission-critical role responsible for the architecture, configuration, and maintenance of our automotive retail communication systems. Beyond standard phone tree (IVR) configurations and call routing for individual dealerships, this role specializes in designing and implementing enterprise-level telephony structures for our largest national clients.

As a key representative of the company, you must possess excellent client-facing communication skills and extensive experience in client coordination. At Pinnacle, we follow a specific "Playbook" for success. You will be expected to Accelerate with Precision by managing technical details with a meticulous eye and Communicate with Clarity & Purpose to ensure all stakeholders are aligned.

Key Responsibilities:

1. Enterprise Implementation & Coordination:

• Lead the technical design and deployment of large-scale, multi-location phone systems for enterprise-level automotive groups.
• Coordinate extensively with client-side IT and leadership teams to align telephony architecture with their corporate objectives.
• Act as the technical subject matter expert (SME) during client discovery and onboarding sessions.

2. Telephony Architecture & Routing:

• Design, configure, and maintain complex phone trees (IVR), call routing rules, and queue management for dealership networks.
• Ensure high-availability and optimal call flow logic to minimize customer wait times and maximize lead capture.
• Troubleshoot and resolve advanced telephony issues, including SIP trunking, VOIP connectivity, and carrier-level disruptions.

3. Data-Informed Optimization:

• Utilize The Data Steers Us approach by analyzing call volume trends and routing efficiency to recommend system improvements.
  Maintain rigorous Documentation as our GPS, ensuring all client phone configurations and network maps are meticulously recorded for team-wide clarity.

4. Client Communication & Support:

• Provide high-quality, professional communication to clients, ensuring technical concepts are translated into clear, actionable business context.
  Master both real-time (Sync) and time-shifted (Async) communication to provide project updates and documentation to enterprise partners.

Skills & Qualifications:

Required:

• Experience: Minimum 5+ years in Telephony Engineering, VOIP administration, or Unified Communications (UCaaS).
• Enterprise Coordination: Proven track record of managing telephony deployments for large-scale, multi-site organizations.
• Client Facing Skills: Exceptional verbal and written communication skills; comfortable presenting technical solutions to C-suite executives.
• Technical Proficiency: Deep expertise in IVR design, SIP trunking, call flow logic, and VOIP protocols.
• Way of Working: A strong commitment to Steering with Integrity & Respect, building trust with clients through accountability and technical honor.

Preferred:

• Experience in the automotive industry or supporting dealership communication platforms.
• Certifications in major VOIP/PBX platforms (e.g., RingCentral, Twilio, 3CX, Cisco).

Why Join Pinnacle Intelligence?

This role offers a unique opportunity to own the communication backbone of a company redefining an entire industry. You will join a "Pit Crew" that values Collective Power and Meaningful Results, working directly with leadership to build scalable, world-class systems. We offer a high-energy environment in Alabang where your engineering expertise directly influences the future of auto retail.