This is Worldline 

As CTI Engineer you can expect a wide range of tasks in our team, which supports the different CTI solutions of Worldline. Strong focus on automation of call routing in collaboration with SalesForce. and other relevant systems. You will be part of the Contact Center Digital Solutions team where you will be in contact with internal customers as well as suppliers. 

You will also operate and configure our CTI Solution Genesys. Specify new IVR flows and coordinate testing. Ensure smooth operations, actively involve customers, suppliers, surrounding systems and stakeholders and much more. You are looking for a challenge with a wide range of assignments, enjoy working in a international team and constantly learning new things.

Day-to-Day

• Incident, follow up and user support for CTI and telephony platforms 
• Support of the Genesys, Nixxis and ‘Worldline contact’ solutions
• Maintaining tickets in Jira / reporting to management about the tickets' status
• Development and maintenance of new IVR, call routing, monitoring tools, reporting tools for all CTI platforms
• Managing the voice and creating voice prompts for CTI platforms
• Managing phone numbers (DNIS or agent phone numbers) for CTI platforms
• Developing, 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 software suppliers
• System integration of new applications into the production environment
• Managing relationships with external suppliers including budget and resources planning

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:

• 3+ years of experience in a CTI engineer role
• Experience in Application support
• Ability to develop subject matter expertise across all the supported systems, including technical details and operational processes
• Confident analytical and problem-solving skills
• Preferably previous knowledge of cloud-based solutions (Genesys) and scripting languages (IVR, surve
• 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 (preferably Genesys)
• Working knowledge of one or more of the following: Excel Macros, Genesys administration

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
• Annual 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 jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

Pursuant to the Article 24 sec. 6 of the Act of 14 June 2024 on the protection of whistleblowers, we inform you that Worldline Financial Services (Europe) S.A., a joint-stock company, Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking follow-up actions (hereinafter referred to as the Regulations).

#LI-WS1