CTI Engineer

Location
Brussel
Start date
12/09/2022
End date
11/03/2023
Hours
40

Worldline N.V.
Job label
SRQ161845
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We are looking for someone with the business knowledge and technical expertise to implement strategies, evaluate processes, and build upon an infrastructure that supports the ever-changing needs of our customers. In this role, you will work with complex systems, at every stage of their life cycle. We are looking to recruit a CTI Engineer to assist with supporting our CTI products and services used by our internal/external call centers.
You’ll be an integral part of our Business Solution Application (BSA) Care team located within the Merchant Service Technology & Operation Office functions. You will work under the responsibility of the CTI manager. Your technical know-how and well-honed problem-solving skills will be essential in ensuring the smooth running of a range of ‘live’ applications. Working closely with the managed services teams from Merchant Service GBL who run the customer-facing services, you’ll be their go-to person to iron out any technical glitches that appear in the system.
We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven external to our team.
Your day-to-day responsibilities include:

  • You support, maintain and test technical solutions based on business requirements
  • You work with the Application Support Manager and Service Managers on the day-to-day operation of the products and services
  • You provide technical analysis on incidents on CTI platforms – Genesys, Nixxis or Worldline contact.
  • You document all aspects of the CTI, for ongoing maintenance and revisions.
  • You liaise with customers, providing support for administration functions and provide advice and guidance on the use of the products and services
  • You investigate and resolve support calls/tickets, often using problem solving techniques.
  • You may be required to provide on-call support
  • You collaborate with other IT specialists, technicians, etc., to deliver software solutions.
  • You identify and assist in developing enhancement opportunities across the enterprise through innovation and automation.
  • You standardize and automate processes and monitoring using scripting technologies
  • You conduct high-level analysis for service interruption and establish preventive measures
  • You create reports and documentation outlining findings and solutions
  • You participate in on-going training to stay current in required skills.
  • You keep management and support teams up to date with regular progress reports
  • You monitor to ensure there are no system failures
  • You build relationships with customers (call centers), other support teams and suppliers, and produce outline solutions and estimates for software changes as part of any bids for new work
  • You respond to customer incidents including:
      • Investigating and reproducing reported problems
      • Updating tickets with progress
      • Directly liaising with customers to gain a clearer understanding of problems
      • Liaising with colleagues in other teams where necessary
  • Management of software releases.
  • Investigate and resolve incidents against a specified subset
  • Supporting customers remotely, providing functional advice and helping to diagnose system faults.
  • Providing simple technical solutions.
  • Communicating progress to customers.
  • Application testing in conjunction with external experts.

Signs of success

  • You are team oriented but can also work independently
  • You identify potential issues and integrate possible solutions
  • You have experience working with cloud technologies (Genesys/Nixxis) but you are willing to embrace maintenance of traditional applications.

This is how you fit in with us:

  • You want to achieve great things in a small team
  • You have high demands on the quality of your work and are proud of it
  • You are proficient in English
  • You use challenges as a chance to develop yourself further
  • You appreciate the exchange in the office as well as the concentrated work in the home office

That’s how we fit you:

  • We work in a self-organized and agile manner with pride and passion towards our joint vision
  • We are responsible for the entire process from the requirement to the “secure and stable” operation
  • We leave room for your ideas and solutions
  • We develop using modern tools and technologies
  • We complement each other through our differences and have fun working together

 Skills we can’t do without:

  • 3+ years of experience in a CTI support role
  • Versatile, flexible and able to work across multiple systems/ technologies
  • Experience in Application support
  • Ability to work independently and collaboratively in a multidisciplinary team environment
  • Fluent in English
  • Ability to develop subject matter expertise across all the systems you support, including technical details and operational processes
  • Confident analytical and problem-solving skills
  • Experienced working in a ‘support’ environment, including liaising with end-users
  • Flexibility to work exceptionally during extra business hours for maintenance reasons on CTI solutions
  • Recent working experience in a CTI environment; (Nixxis, Genesys, Worldline Contact)
  • Good written and oral communication skills
  • Keen interest in learning many different systems

Skills we’d like:

  • Knowledge of cloud-based solutions (Genesys)
  • Knowledge of Nixxis
  • Knowledge of a variety of scripting languages (IVR, survey)
  • Expertise in creating, analyzing, and repairing large-scale distributed systems
  • Working knowledge of one or more of the following: Excel Macros, Genesys administration, Nixxis administration.

Hiringdesk Worldline

Register
Brussel
40
12/09/2022
23/09/2022
11/03/2023
Worldline N.V.
SRQ161845
Location:
Start date:
End date:
Hours:
Brussel
12/09/2022
11/03/2023
40

We are looking for someone with the business knowledge and technical expertise to implement strategies, evaluate processes, and build upon an infrastructure that supports the ever-changing needs of our customers. In this role, you will work with complex systems, at every stage of their life cycle. We are looking to recruit a CTI Engineer to assist with supporting our CTI products and services used by our internal/external call centers.
You’ll be an integral part of our Business Solution Application (BSA) Care team located within the Merchant Service Technology & Operation Office functions. You will work under the responsibility of the CTI manager. Your technical know-how and well-honed problem-solving skills will be essential in ensuring the smooth running of a range of ‘live’ applications. Working closely with the managed services teams from Merchant Service GBL who run the customer-facing services, you’ll be their go-to person to iron out any technical glitches that appear in the system.
We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven external to our team.
Your day-to-day responsibilities include:

  • You support, maintain and test technical solutions based on business requirements
  • You work with the Application Support Manager and Service Managers on the day-to-day operation of the products and services
  • You provide technical analysis on incidents on CTI platforms – Genesys, Nixxis or Worldline contact.
  • You document all aspects of the CTI, for ongoing maintenance and revisions.
  • You liaise with customers, providing support for administration functions and provide advice and guidance on the use of the products and services
  • You investigate and resolve support calls/tickets, often using problem solving techniques.
  • You may be required to provide on-call support
  • You collaborate with other IT specialists, technicians, etc., to deliver software solutions.
  • You identify and assist in developing enhancement opportunities across the enterprise through innovation and automation.
  • You standardize and automate processes and monitoring using scripting technologies
  • You conduct high-level analysis for service interruption and establish preventive measures
  • You create reports and documentation outlining findings and solutions
  • You participate in on-going training to stay current in required skills.
  • You keep management and support teams up to date with regular progress reports
  • You monitor to ensure there are no system failures
  • You build relationships with customers (call centers), other support teams and suppliers, and produce outline solutions and estimates for software changes as part of any bids for new work
  • You respond to customer incidents including:
      • Investigating and reproducing reported problems
      • Updating tickets with progress
      • Directly liaising with customers to gain a clearer understanding of problems
      • Liaising with colleagues in other teams where necessary
  • Management of software releases.
  • Investigate and resolve incidents against a specified subset
  • Supporting customers remotely, providing functional advice and helping to diagnose system faults.
  • Providing simple technical solutions.
  • Communicating progress to customers.
  • Application testing in conjunction with external experts.

Signs of success

  • You are team oriented but can also work independently
  • You identify potential issues and integrate possible solutions
  • You have experience working with cloud technologies (Genesys/Nixxis) but you are willing to embrace maintenance of traditional applications.

This is how you fit in with us:

  • You want to achieve great things in a small team
  • You have high demands on the quality of your work and are proud of it
  • You are proficient in English
  • You use challenges as a chance to develop yourself further
  • You appreciate the exchange in the office as well as the concentrated work in the home office

That’s how we fit you:

  • We work in a self-organized and agile manner with pride and passion towards our joint vision
  • We are responsible for the entire process from the requirement to the “secure and stable” operation
  • We leave room for your ideas and solutions
  • We develop using modern tools and technologies
  • We complement each other through our differences and have fun working together

 Skills we can’t do without:

  • 3+ years of experience in a CTI support role
  • Versatile, flexible and able to work across multiple systems/ technologies
  • Experience in Application support
  • Ability to work independently and collaboratively in a multidisciplinary team environment
  • Fluent in English
  • Ability to develop subject matter expertise across all the systems you support, including technical details and operational processes
  • Confident analytical and problem-solving skills
  • Experienced working in a ‘support’ environment, including liaising with end-users
  • Flexibility to work exceptionally during extra business hours for maintenance reasons on CTI solutions
  • Recent working experience in a CTI environment; (Nixxis, Genesys, Worldline Contact)
  • Good written and oral communication skills
  • Keen interest in learning many different systems

Skills we’d like:

  • Knowledge of cloud-based solutions (Genesys)
  • Knowledge of Nixxis
  • Knowledge of a variety of scripting languages (IVR, survey)
  • Expertise in creating, analyzing, and repairing large-scale distributed systems
  • Working knowledge of one or more of the following: Excel Macros, Genesys administration, Nixxis administration.
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