Informacje o stanowisku

responsibilities :

• Support of the Genesys, 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
• Maintain tickets in Jira / report to management about status of those tickets
• Development and maintenance of new IVR, call routing, monitoring tools, reporting tools for all CTI platforms
• Manage the voice and create voice prompts for CTI platforms.
• Manage phones numbers (DNIS or agent phone numbers) for some CTI platforms
• Development, optimizing and maintaining 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
• Create/make specifications for external/internal parties around CTI platforms (Business analysis) - visio
• Create Collecting files for WLC
• Project management for CTI platforms
• Link with Baldur project
• Relationship with external suppliers

• 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; (Genesys, and Worldline Contact)
• Good written and oral communication skills
• Keen interest in learning many different systems

• Fixed term 31/12/2025
• Full-time job contract and stable working conditions
• Competitive salary and a range of benefits for employees
• Work - life balance
• Best location in Warsaw – only 20 meters away from “Rondo Daszyńskiego” underground station

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• sharing the costs of professional training & courses
• life insurance
• extra social benefits
• meal passes
• holiday funds
• employee referral program

Warszawa - Oferty pracy w okolicznych lokalizacjach