CTI Engineer 299221

This is Worldline

Worldline helps businesses of all shapes and sizes to accelerate their growth journey quickly simply and securely. We are the innovators at the heart of the payments technology industry shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business we are committed to helping our people accelerate their careers. Together we shape the evolution.

The Opportunity

As CTI Engineer you can expect a wide range of tasks in our team which supports different CTI solutions of Worldline with strong focus on automation of call routing in collaboration with SalesForce and other relevant will be part of the Business Support Application team of CTI where you will be in contact with our internal customers and suppliers.

You will have a chance to operate and configure our CTI Solutions Genesis specify new IVR flows and coordinate testing ensure smooth operation actively involve customers suppliers our surrounding systems and stakeholders and much more. If you are looking for a challenge with a wide range of assignments you will definitely enjoy working in our team.

DaytoDay Responsibilities

• Incident follow upand user support for CTIand telephony platforms
• Support of the Genesys Nixxis and Worldline contact solutions
• Maintaining tickets in Jira / reporting to management about the tickets status
• Development and maintenance of new IVR call routing monitoring tools reporting tools for all CTI platforms
• Managing the voice and creating voice prompts for CTI platforms
• Managing phone numbers (DNIS or agent phone numbers) for CTI platforms
• Developing optimizing and maintaining the processes and configuration
• Ensuring the operation of services developed externally by software suppliers
• Planning and implementation of releases in coordination between customers and software suppliers
• System integration of new applications into the production environment
• Managing relationships with external suppliers including budget and resources planning

Who Are We Looking For

We look for big thinkers. People who can drive positive change step up and show whats next people with passion cando attitude and a hunger to learn and grow. In practice this means:

• 3 years of experience in a CTI support role
• Good written and oral communication skills in English
• Flexibility and ability to work independently across multiple systems/ technologies and teams
• Experience in Application support including liaising with endusers
• Ability to develop subject matter expertise across all the supported systems including technical details and operational processes
• Confident analytical and problemsolving skills
• Preferablyprevious knowledge of cloudbased solutions (Genesys) and scripting languages (IVR survey)

Perks & Benefits

At Worldline youll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that you will also:

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Public transportation allowance
• Meal allowance
• Semiannual bonus
• Glasses/lenses reimbursement

Shape the evolution.

We are pushing towards the next frontiers of payments technology and we look for big thinkers to join our journey. People with passion cando attitude and a hunger to learn and grow. Here youll work with ambitious colleagues from around the world take on unique challenges as a team and make a real impact on the society. And with our empowering culture strong technology and extensive training opportunities we help you accelerate your career. Wherever you decide to go. Join our global team of over 18000 innovators across 40 countries and shape a tomorrow that is yours to own.

Learn more about life at Worldline at

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race religion color national origin sex (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as an individual with a disability or any applicable legally protected characteristics.

Pursuant to the Article 24 sec. 6 of the Act of 14 June 2024 on the protection of whistleblowers we inform you that Worldline Financial Services (Europe) S.A. a jointstock company Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking followup actions (hereinafter referred to as the Regulations).

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