Technician II, Network/Voice Engineering at FIS

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

0.0

Posted On

14 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

CCaaS Solutions, Configuration, Integration, Testing, Performance Monitoring, Support, Optimization, Issue Resolution, ACD System Configuration, Administration, Troubleshooting, Voice Call Flow Design, Service Request Handling, Incident Management, Change Tickets, Cloud Telephony

Industry

IT Services and IT Consulting

Description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS? Role location: Hybrid (three days in-office, two days virtual) Shift: Shifting Schedule About the team: The Voice Engineering team is responsible for design and implementation of FIS’ global leveraged Voice and Video network infrastructure for both corporate and production environments. The high caliber members are among the technology leaders within FIS, utilizing multiple technologies and vendors. This team requires motivated members who are ready to develop personally and professionally as FIS grows to meet the challenges presented by today’s global economies. What will you be doing: Lead the technical implementation of CCaaS solutions, including configuration, integration, and testing, ensuring seamless integration with existing systems. Monitor performance, provide ongoing support, and optimize CCaaS solutions to maximize customer satisfaction and achieve business objectives. Issue Resolution Coordinator and Lead Experience on cloud ACD system configuration and administration Technical Troubleshooting contact center agent issues Voice Call flow design and implementation skills Handling the service request, Incident and change tickets Troubleshooting the voice issues and work with various stakeholders for resolution Coordination with business to understand the process requirements and providing necessary solutions What you bring: Experience in Cloud Telephony (NICE CXONE, Genesys Cloud, 8x8) Working knowledge of API & Webservice integration SIP Connectivity Interpretation and understanding of User Interface Documentation, call flows, connectivity diagrams Nice to have: Solution designing skills for voice-based contact center IVR Call Flow scripting Expertise of omni-channel call center functionality What we offer you: A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities A modern, international work environment and a dedicated and motivated team A broad range of professional education and personal development possibilities – FIS is your final career step! A competitive salary and benefits A variety of career development tools, resources and opportunities The chance to work on some of the most challenging, relevant issues in financial services & technology #LI-CV1 Privacy Statement FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice. Sourcing Model Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. #pridepass

Responsibilities

The role involves leading the technical implementation, configuration, integration, and testing of CCaaS solutions, while also monitoring performance and providing ongoing support to maximize customer satisfaction. Responsibilities include acting as an Issue Resolution Coordinator, handling contact center administration, troubleshooting agent issues, designing voice call flows, and managing service/incident/change tickets.