Senior Telecommunications Analyst - Genesys

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

ESSENTIAL FUNCTIONS

Provides Level and I and II technical support and becomes knowledgeable of more difficult problems and solutions by assisting management with the development, design and support of complex telecommunication applications and systems to deliver Genesys voice and digital services across various applications securely (carrier routing, applications integration, network segmentation, network security, firewall traversal, and security monitoring). Assists with escalated issues requiring advanced/expert knowledge and experience with appropriate products. 

Reviews work orders and assesses the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized

Initiates the development of records and reports for multiple telecommunications environments, software, hardware, circuits, configurations, inventory and billing. Develops project and incident status updates to business, clients and management as required

Understand and deliver complex call management functions of call routing for business as usual and disaster recovery operations 

Guide vendor engineers, network analysts, and other corporate groups as needed and collaboratively works to provide solutions that benefit and meet business requirements enterprise wide

Participate in shift and on-call rotations as needed to provide 24/7 support coverage

Ability to communicate clearly with peers and other departments on telecommunications operational processes and technology

KEY COMPETENCIES

Genesys Cloud Voice, Avaya Aura core voice, Communication Manager, System Manager, Session Border Controller

Experience in multichannel Genesys applications (Voice, SMS, Chat, and Email)

Maintenance and support of Genesys Cloud, including but not limited to Architect Flows, APIs, Data Actions, Outbound campaigns, call recording, speech and text analytics, and outbound dialer.

Strong knowledge of the design and administration of IVRs

Working knowledge of Genesys and Verint WFO platform/infrastructure

Knowledge of SIP protocol implementation and support

Scripting & Automation (Python, Powershell, or other scripting languages)

JOB COMPLEXITY

Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgement in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside their own area of expertise.

SUPERVISION 

Determines methods and procedures on new assignments and may coordinate activities of other personnel.

SOFT SKILLS

Excellent written and verbal communication skills

Exceptional interpersonal skills, with an emphasis on active listening and rapport-building

Strong documentation skills and the ability to present ideas in a user-friendly, business-oriented manner

MINIMUM QUALIFICATIONS

Typically Minimum 7 Years Relevant Exp

Telecommunications infrastructures

Bachelor's Degree Computer, Electronics, Telecommunications Technology or equivalent college education, and/or the equivalent of training and experience

Genesys cloud CX certifications

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].