Location: Denver, CO
Union powers your pursuit Role Responsibilities In this pivotal role, you will be working for Technology Support Network Systems in Western Union. You will be responsible for the following: Plans, designs, documents, and engineer Genesys Cloud CX solutions for projects, Microsoft Teams Voice telephony expansion planning and integration with corporate tools, setting day 2 support guidance and strategy.
Voice Services, adding capabilities, and enhancing existing telephony systems to automate processes. Reviews platform setup to comply with major regulations or directives like GDPR, MIFID2, PCI, ADPPA. Works with telephony platform or service providers, telecom carriers on new implementations
and services optimization. Implements disaster recovery procedures to make telephony platforms redundant and tests business continuity plans. Mentors and trains Voice Engineering team on technical guidance.
Works call center and back office telephony platforms incident and request tickets: perform identification and diagnosis, analysis of root cause with following resolution. Role Requirements 8+ years of design or administer call center environments with demonstrated in-depth Genesys Cloud CX mastery; Extensive knowledge of call center environments and routing with specific knowledge and experience with Genesys Cloud CX or Multicloud call center applications, call routing, IVRs 3+ years'
experience in Genesysreporting; Genesys CX Professional and Developer certifications preferred.
Strong background in Call Center Engineering and Architecture. Experience in Teams Voice Cloud configuration and troubleshooting SIP trunking with carriers and between voice applications experience and understanding PRIs, T1/E1, VOIP, MPLS; Global dial-plan management and normalization to E.164; Basic networking, firewalls, virtual environment principal understanding We make financial services accessible to humans everywhere. Join us for what's next. Western Union is positioned to become the world's most accessible financial services company -transforming lives and communities.
We're a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward. Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You'll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you're ready to help drive the future of financial services, it's time for Western Union.
Learn more about our purpose and people at careers. / Salary The annual gross base salary range is $ 99,700.00- $155,500.00 per year, which includes a base salary and short-term that align with individual and company performance. Actual salaries will vary based on candidates' qualifications, skills, and competencies. Benefits You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (careers. /global-benefits/).
Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment. Your United States - Specific Benefits Include Family First Program Time off Medical, Dental and Life Insurance Student Loan Repayment Program Tuition Assistance Program Parental Leave Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals.
By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate. Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week. We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve.
We do not discriminate based on race, color, national origin, religion, political affiliation, interaction (including pregnancy), interactionual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws. #LI-Hybrid #LI-DP1For more details: jobs-search. org/finance_denver-c426832/job_i1970244243
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