Technician II, Network/Voice Engineering

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

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