Job Description

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.



Senior Software Engineer - Genesys

• Ability to build and support solutions across various channels which includes email, chat, web portal, voice
• Hands on support experience, ability to review, analyze and resolve all the application and user related issues
• Ensure all the service-levels associated to resolution, acknowledgement and closure are met
• Identification of efficiency opportunities in operations and platform utilization
• High judgement to handle multiple high priority issues at any given time
• Exposure in handling severity issues and driving them to resolution in coordination with multiple technology teams
• Ability to play the role of DevOps engineer, understand the need and implement the new platform upgrades when necessary
• Ability to update configurations and code (IRD or Composer) as needed in support of issues or project execution
• Coordinating with vendors (such as Genesys, Avaya, NICE etc.) to identify resolutions for any product related gaps
• Ensure that the platforms are 100% secured through daily, weekly remediation
• Ability to analyze and fix the security vulnerabilities
• Maintain open communication with internal staff and vendors such as Genesys Tech Support.
• Daily, weekly and monthly report of the vulnerabilities and rate of remediation
• Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology or equivalent disciplines with at least 4 years of overall experience.
• At least 2 years of experience on working in Genesys Solution Suite
• Strong understanding of Contact Center technologies with specialization in Genesys Suite of technologies like Framework, eServices, , Agent Softphone (IWS), IVR(Interactive Voice Response), WFM (work force management) and Outbound Dialer
• Experience in integrating with multiple CRM solutions
• Preferably have an understanding of Call recording solutions such as NICE or Verint
• Have strong knowledge in SDLC, execution and delivery understanding with attention to detail around SLA metrics, accountability and operational excellence.
• A team player who possesses strong interpersonal skills and a demonstrated ability to handle multiple priorities and sustaining a high level of performance when under pressure.
• Good interpersonal and collaboration skills are considered essential to the position

Preferred Qualifications:

• Design and Develop Routing Applications for Voice and Multi-Channel using Composer / IRD, with knowledge of SCXML and VXML will be of added advantage.
• Hands on experience with Genesys Outbound and WFM
• Experience with development in Java/J2EE technologies
• Exposure in User Interface/User Experience development (UI/UX)
• Experience in development of RESTful and SOAP based APIs
• Good understanding of call routing from carrier network to local network via SIP trunks and SIP Trunking.
• Database knowledge pertaining to SQL and Cassandra will be considered a plus.

Additional Information

Visa has adopted a COVID-19 vaccination policy. As a condition of employment, all employees based in the country where this job is located are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.