CTI Engineer

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 a CTI Engineer you can expect a wide range of tasks within our team which supports the various CTI solutions of Worldline. Strong focus on automation of call routing in collaboration with Salesforce. and other relevant systems. You will be part of the Contact Centre Digital Solutions team where you will be in contact with both internal customers and suppliers.

You will also operate and configure our CTI Solution Genesys. Specify new IVR flows and coordinate testing. Ensure smooth operations actively involve customers suppliers surrounding systems and stakeholders and much more. You are looking for a challenge with a wide range of assignments enjoy working in an international team and constantly learning new things.

Day to Day responsibilities:

• Support of the Genesys Pure Cloud Solutions
• Incident and user support for CTI platforms follow up incidents on telephony platforms
• 2nd level application support of the assigned applications and sporadic weekend or outside business hours assignments
• Maintain assignments and follow-up via tickets in Jira / report about the status of those tickets
• Development and maintenance of new IVR call routing monitoring tools and reporting tools for all CTI platforms
• Manage the voice and create voice prompts for CTI platforms
• Manage phone numbers (DNIS or agent phone numbers) for some CTI platforms
• Development optimizing and maintenance of the processes and configuration
• Ensuring the operations of services developed externally by software suppliers
• Planning and implementation of releases in coordination between customers and some software suppliers
• System integration of new applications into the production environment
• Create/make specifications for external/internal parties around CTI platforms (Business analysis) - Visio
• Create collecting files
• Project management for CTI platforms
• Link with other projects/programs
• Manage invoices and budget for partners
• Relationship with external suppliers

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 can-do attitude and a hunger to learn and practice this means:

• 3 years of experience in a CTI engineer role
• Knowledge of cloud-based solutions in particular Genesys Cloud
• Versatile flexible and able to work across multiple systems/ technologies
• Experience in Application support
• Ability to work independently and collaboratively in a multidisciplinary team environment
• Fluent in English
• Ability to develop subject matter expertise across all the systems you support including technical details and operational processes
• Confident analytical and problem-solving skills
• Experienced working in a support environment including liaising with end-users
• Flexibility to work exceptionally during extra business hours for maintenance reasons on CTI solutions
• Recent working experience in a CTI environment (preferably Genesys)
• Good written and oral communication skills
• Keen interest in learning many different systems

Skills wed like:

• Knowledge of a variety of scripting languages (IVR survey)
• Expertise in creating analysing and repairing large-scale distributed systems
• Working knowledge of one or more of the following: Excel Macros Genesys administration

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 top of that you will also:

• Private medical & life insurance
• MyBenefit Platform
• Holiday allowance
• Referral program
• Public transportation allowance
• Meal allowance
• Annual bonus.

Shape the evolution.

We are on an exciting journey towards the next frontiers of payments technology and we look for big thinkers people with passion can-do 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. With an empowering culture strong technology and extensive training opportunities we help you accelerate your career - wherever you decide to go. Join our global team of 18000 innovators 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 joint-stock company Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking follow-up actions (hereinafter referred to as the Regulations).

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