Company Description
Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.
When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.
Join Visa: A Network Working for Everyone.
Job Description
Contact Center Technology Solutions (CCTS) team is responsible for development and maintenance of the Contact Center platform solutions. The resource identified will be responsible in delivering best in-class Genesys customer experience solution through the implementation of Genesys Framework. Ideal candidate must have proven experience in the contact center technologies and hands on implementation experience in Genesys suite of technologies with Genesys experience a must.
Responsibilities:
- Development and maintenance of the Contact Center Technology solutions specializing in Genesys but not limited to it.
- Implementation and execution of Contact Center strategy 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.
- Ability to work on multiple initiatives and tasks to meet the required delivery timeline, working in collaboration with various business partners, project managers, 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.
Qualifications
- 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
- 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 Suite of technologies with specialization in Genesys Framework is a must. ( Genesys CTI, Genesys SIP, Genesys Composer, ORS (Orchestration Server), Genesys OCS, Genesys Workspace, Genesys Eservices.)
- Design and Develop Routing Applications for Voice and Multi-Channel using Composer / IRD, with knowledge of SCXML and VXML will be of added advantage.
- Proficient in tools like Composer ,Eclipse, IRD (Interaction Routing Designer) , CCpulse , GAX (Genesys Administrator Extension), GA(Genesys Administrator) & Kazimir will be considered a plus.
- Database knowledge pertaining to SQL and Cassandra will be considered a plus.
- Having a strong knowledge in SSDLC, Operations with attention to detail around SLA metrics, accountability and operational excellence.
- 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.
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.
