Contact Center Application Support Specialist

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

• 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 toll-free numbers and terminations.

• Monitor toll-free 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 Qualification
•5+ years of relevant work experience with a Bachelor’s 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
•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 provide day-to-day support for voice and multi-channel.
•Familiarity with AT&T Route IT, Business Direct application and 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 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.