Systems Administrator 5 - 8 years of experience in Application Support L2 Level support Genesys Nice
Systems Administrator 5 - 8 years of experience in Application Support L2 Level support Genesys Nice
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Job Description
Visa Corporate IT (CIT) group is undergoing a major transformation to become a true engineering organization prioritizing customer experience and enduser support. 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 daytoday 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 tollfree numbers and configuring terminations.
- Monitor tollfree 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.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 23 set days a week (determined by leadership/site) with a general guidepost of being in the office 50% or more of the time based on business needs.
Qualifications :
Basic Qualifications
2 years of relevant work experience and a Bachelors degree OR 5 years of relevant work experience
Preferred Qualifications
- 58 years of work experience with a bachelors 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 multichannel and provide daytoday support.
- Familiarity with AT&T Route IT and Business Direct application and experience with daytoday 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.
Additional Information :
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
