About the position
Visa’s Technology Organization is a community of problem solvers and innovators reshaping the future of commerce. We operate the world’s most sophisticated processing networks capable of handling more than 65k secure transactions a second across 80M merchants, 15k Financial Institutions, and billions of everyday people. While working with us you’ll get to work on complex distributed systems and solve massive scale problems centered on new payment flows, business and data solutions, cyber security, and B2C platforms. We are looking for Versatile, curious, and energetic Software Engineers who embrace solving complex challenges on a global scale. As a Visa Software Engineer, you will be an integral part of a multi-functional development team inventing, designing, building, and testing software products that reach a truly global customer base. While building components of powerful payment technology, you will get to see your efforts shaping the digital future of monetary transactions.
Responsibilities
- Development and maintenance of the Contact Center Technology solutions specializing in Genesys Engage and Cloud.
- Implementation and execution of Contact Center strategy for voice, chat, case routing, social media, and email channels.
- Own the shared responsibility of platform availability, day to day operations and security.
- Work with global staff to ensure that the platform's security is not compromised through continuous remediation of open vulnerabilities.
- Maintain open communication with internal staff and vendors such as Genesys Tech Support.
- Ability to work on multiple initiatives and tasks to meet the required delivery timeline, working in collaboration with various business partners, project managers, technology vendors and customers.
- Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk.
- Able to work in a complex environment, Global/International experience and the ability to work across cultures and time zones.
- Ability to interface and cultivate excellent working relationships both within Technology, Business and vendors.
Requirements
- 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.
- Bachelor's degree with emphasis in Computer Science or Information Technology with at least 10 years of progressively responsible positions in Contact Center technologies.
- Development experience using Genesys on premise, Genesys Cloud, Nice or other Contact Center technologies.
- Experience with or knowledge of the Genesys Workforce or call recording solutions.
- Design and Develop Routing Applications for Voice and Multi-Channel on cloud and on-premise platform.
- Database knowledge pertaining to SQL and Cassandra will be considered a plus.
- Having a strong knowledge in SSDLC, Operations with attention to detail around SLA metrics, accountability and operational excellence.
- A team player who places great emphasis on collective achievement within his/her team and who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure.
Nice-to-haves
- 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD.
- Good interpersonal and collaboration skills.
Benefits
- Medical
- Dental
- Vision
- 401 (k)
- FSA/HSA
- Life Insurance
- Paid Time Off
- Wellness Program
