Job Description

Contact Center Technology Solutions team is responsible for development and maintenance of the Contact Center platform solutions. The resource identified will be responsible in day to day operations, maintaining platform and support activities.

Responsibilities:

• Development and maintenance of the Contact Center Technology solutions specializing in Genesys but not limited to it.

• Day to day operations and support for Contact Center platform across various channels for voice, chat and email channels.

• Owns the shared responsibility of platform availability, day to day operations and security.

• Work with global staff to ensure that the platforms security is not compromised through continuous remediation of open vulnerabilities.

• Maintain open communication with internal staff and vendors such as Genesys Tech Support.

• Coordinate with Telecom providers like AT&T, Lumen, Verizon for procuring Toll free numbers and configure the terminations

• Day to day Toll free number monitoring, trunks and alerts and coordinate with team members for various issues.

• Ability to work on multiple initiatives and tasks to meet the required delivery timeline, working in collaboration with various business partners, technology vendors and customers.

• Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk.

• Able to work in a complex environment, Global/International experience and the ability to work 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 2-3 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.

Basic Qualifications
• 2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience

Preferred Qualifications
• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Bachelor Degree with emphasis in Computer Science or Information Technology with at least 6 years of progressively responsible positions in Contact Center solution technologies.
• Development experience using Genesys , Nice, or other contact center technologies would be preferred.
• Experience with or knowledge of the NICE/Verint Workforce or call recording solutions.
• Strong ability to troubleshoot issues in Avaya/Genesys/NICE contact center technology platforms
• Design and Develop Routing Applications for Voice and Multi-Channel and support them day to day.
• Understand AT&T Route IT and Business Direct application and experience with day to day telecom operations.
• A team player who places great emphasis on collective achievement within his/her team and who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure.
• Good interpersonal and collaboration skills are considered essential to the position.
• The individual will be called upon to work with broad spectrum of individuals in varied settings across the organizations.
• Ability to interface and cultivate excellent working relationships both within Technology, Business and vendors.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 102,300.00 to 144,550.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.