Systems Support Analyst

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.

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 tollfree numbers and terminations.
• Monitor tollfree 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.

Qualifications :

Basic Qualifications

• 5 years of relevant work experience with a Bachelors 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

• 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.
• 8 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 provide daytoday support for voice and multichannel.
• Familiarity with AT&T Route IT Business Direct application and 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.

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