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149 Visa Jobs
Systems Administrator
Visa
posted 14hr ago
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Flexible timing
Key skills for the job
Job Description
We are seeking a highly organized Application Support Specialist for Corporate Technology Support Organization with excellent communication and visual presentation skills. Acting as an individual contributor, this role will provide expert (L2 level) support and maintenance for software applications, resolve complex technical issues, collaborate with various departments, and implement best practices to enhance service delivery and user satisfaction. The Contact Center Support team is responsible for the support and maintenance of the Contact Center platform solutions. The identified resource will be accountable for daily operations, platform maintenance, and support activities.
Role & Responsibility
- Develop and maintain Contact Center Technology solutions, primarily focusing on Genesys but not limited to it.
- Provide day-to-day operations and support for the Contact Center platform across various channels such as voice, chat, and email.
- Share responsibility for platform availability, daily operations, and security.
- Collaborate with global staff to ensure platform security by continuously addressing open vulnerabilities.
- Maintain open communication with internal staff and vendors, including Genesys Tech Support.
- Coordinate with telecom providers like AT&T, Lumen, and Verizon for procuring toll-free numbers and configuring terminations.
- Monitor toll-free numbers, trunks, and alerts daily coordinate with team members to address various issues.
- Manage multiple initiatives and tasks to meet delivery timelines, collaborating with business partners, technology vendors, and customers.
- Adapt to an environment of rapid change and ambiguity, making informed decisions while understanding the associated risks.
- Work effectively in a complex, global environment, demonstrating the ability to operate across cultures and time zones.
Basic Qualifications
2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience
Preferred Qualifications
Preferred Qualifications
- 5-8 years of work experience with a bachelor s degree, or more than 5+ years of work experience with an Advanced Degree (e.g., Masters, MBA, JD, MD).
- Bachelors Degree with an emphasis in Computer Science or Information Technology and at least 6 years of progressively responsible positions in Contact Center solution technologies.
- Development experience with Genesys, Nice, or other contact center technologies preferred.
- Experience with or knowledge of NICE / Verint Workforce or call recording solutions.
- Strong troubleshooting skills in Avaya / Genesys / NICE contact center technology platforms.
- Ability to design and develop routing applications for voice and multi-channel and provide day-to-day support.
- Familiarity with AT&T Route IT and Business Direct application, and experience with day-to-day telecom operations.
- Experience with telecom providers (AT&T, BT, Verizon, Lumen) setup and configurations is a plus.
- A collaborative team player who values collective achievement and possesses strong interpersonal skills, capable of handling multiple priorities and maintaining high performance under pressure.
- Excellent interpersonal and collaboration skills are essential.
- Ability to interface and build excellent working relationships within Technology, Business, and with vendors.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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