Systems Administrator (5 - 8 years of experience in Application Support, L2 Level support, Genesys, Nice)

Company Description

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 Description

Visa 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.

Role & Responsibility

• Develop and maintain Contact Center Technology solutions, primarily focusing on Genesys but not limited to it.
• Provide day-to-day operations and support for the Contact Center platform across various channels such as voice, chat, and email.
• Share responsibility for platform availability, daily operations, and security.
• Collaborate with global staff to ensure platform security by continuously addressing open vulnerabilities.
• Maintain open communication with internal staff and vendors, including Genesys Tech Support.
• Coordinate with telecom providers like AT&T, Lumen, and Verizon for procuring toll-free numbers and configuring terminations.
• Monitor toll-free numbers, trunks, and alerts daily coordinate with team members to address various issues.
• Manage multiple initiatives and tasks to meet delivery timelines, collaborating with business partners, technology vendors, and customers.
• Adapt to an environment of rapid change and ambiguity, making informed decisions while understanding the associated risks.
• Work effectively in a complex, global environment, demonstrating the ability to operate across cultures and time zones.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications
• 2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience
Preferred Qualifications

• 5-8 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 design and develop routing applications for voice and multi-channel and provide day-to-day support.
• Familiarity with AT&T Route IT and Business Direct application, and experience 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.
• Excellent interpersonal and collaboration skills are essential.
• Ability to interface and build excellent working relationships within Technology, Business, and with vendors.

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.