Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Job DescriptionVisa Corporate IT (CIT) group is undergoing a major transformation to become a true engineering organization, prioritizing customer experience and end-user 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.
Essential Functions:
- Support and maintain Contact Center Technology solutions, mainly Genesys.
- Support daily operations for voice, chat, and email channels.
- Ensure platform availability, security, and address vulnerabilities.
- Communicate with internal staff, vendors, and Genesys Tech Support.
- Coordinate with telecom providers (AT&T, Lumen, Verizon) for toll-free numbers and terminations.
- Monitor toll-free numbers, trunks, and alerts resolve issues promptly.
- Manage initiatives to meet deadlines, collaborating with partners, vendors, and customers.
- Adapt to rapid changes and make informed decisions considering risks.
- Work effectively in a global, multicultural environment across time zones.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
QualificationsBasic Qualifications
- 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.
Preferred Qualifications
- Bachelor's Degree with an emphasis in Computer Science or Information Technology and at least 6 years of progressively responsible positions in Contact Center solution technologies.
- 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).
- Bachelor's 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 provide day-to-day support for voice and multi-channel.
- Familiarity with AT&T Route IT, Business Direct application and 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.
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.
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What We Do
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges,
growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world.
Progress starts with you
For more information, visit visa.com/about, @LifeatVisa Instagram, and @VisaNews on X.
Why Work With Us
At Visa, every voice powers progress. We believe inclusion fuels innovation — and that unique perspectives create better outcomes for our teams, our business, and the world we serve. With more than 13K members across our Employee Resource Groups, you’ll find community, allyship, and opportunities to lead, learn and make an impact beyond your desk.
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