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Senior CTI Engineer

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Date posted 10/10/2023 Location Warsaw | Poland Company Worldline

This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce.  And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

As a Senior CTI Engineer you can expect a wide range of tasks in our team that supports the different CTI solutions of Worldline. You will be a part of the Business Support Application team of CTI where you will be in contact with internal customers as well as suppliers.

You will also operate and configure our CTI Solutions Genesis, Nixxis and Worldline contact, specify new IVR flows and coordinate testing, ensure smooth operation, actively involve customers, suppliers, surrounding systems and stakeholders and much more. If you are looking for a challenge with a wide range of assignments, enjoy working in a international team and constantly learning new things – this opportunity might be for you!

Day-to-Day Responsibilities

  • Leading the roll-out of Worldline Contact platform to different locations;
  • Support of the Genesys, Nixxis and ‘Worldline contact’ solutions;
  • Incident and user support for CTI plaforms, follow up incidents on telephony platforms;
  • 2nd level application support of the assigned applications and sporadic weekend or outside business hours assignments;
  • Maintaining tickets in Jira / reporting to management about status of those tickets;
  • Development and maintenance of new IVR, call routing, monitoring tools, reporting tools for all CTI platforms;
  • Managing the voice and create voice prompts for CTI platforms;
  • Managing phones numbers (DNIS or agent phone numbers) for some CTI platforms;
  • Development, optimization and maintenance of the processes and configuration;
  • Ensuring the operation of services developed externally by software suppliers;
  • Planning and implementation of releases in coordination between customers and some software suppliers;
  • System integration of new applications into the production environment;
  • Creating/making specifications for external/internal parties around CTI platforms (Business analysis) – visio;
  • Creating Collecting files for WLC;
  • Project management for CTI platforms;
  • Linking with Baldur project;
  • Managing invoices and budget for partners – for example Nixxis;
  • Maintaining relationship with external suppliers.

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

  • 4+ years of experience in a CTI support role, experience in application support;
  • Project management skills;
  • Versatility, flexibility and ability to work across multiple systems and technologies;
  • Ability to work independently and collaboratively in a multidisciplinary team;
  • Fluency in English;
  • Fluency in French would be a big asset;
  • Ability to develop subject matter expertise across all the systems you support, including technical details and operational processes;
  • Confident analytical and problem solving skills;
  • Flexibility to work exceptionally during extra business hours for maintenance reasons on CTI solutions;
  • Recent working experience in a CTI environment (Genesys and/or Nixxis)
  • Good written and oral communication skills;
  • Interest in learning many different systems;

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

  • Private medical & life insurance
  • MyBenefit Platform
  • Holiday allowance
  • Referral program
  • Public transportation allowance
  • Meal allowance
  • Yearly bonus

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at careers.worldline.com

Apply Now

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