Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind – making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa’s sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be

Contact Center Technology Solutions (CCTS) team is
responsible for developing, maintaining and enhancing the Contact Center
platform and Agent applications. The resource identified will be part of the
Omni-Channel delivery solutions and responsible for the Genesys eServices, ACD
& Genesys framework solutions in delivering the best in class customer
experience solutions for the end users. The identified resource will be
reporting to the Director of the Omni-channel strategy team and will be
collaborating with the other staff located in Bangalore and USA.

Responsibilities:

• Development and maintenance of the CCTS technology solutions specializing in Omni-Channel customer experience

• Participate in the design, analysis of the enhancements and projects

• Owns the shared responsibility of platform availability

• Work with global staff to ensure that the platforms security patching requirements

• Review and upgrade the Genesys components in a quarterly basis

• Development and improving the customer experience in the User Interface (UI) for eServices platform

• Maintain open communication with internal staff and vendors such as Genesys tech support

• Development first line of troubleshooting for most environment issues including the coordination with other platforms and technology groups

• Manage and balance multiple projects and tasks in order to manage to deliverable dates and must work with customers, project managers and stakeholders to assure

• Comfortable in an environment of rapid change and ambiguity with the ability to make decisions while understanding the risk

• Able to work in a complex environment, Global/International experience and the ability to work across cultures and time zones

• Experience in development and operations of Genesys Suite of technologies with specialization in eServices, Computer Telephony Integration (CTI) and Reporting

• Bachelor Degree with emphasis in Computer Science or Information Technology with atleast 6 years of progressively responsible positions in Contact Center solution technologies

• Must have atleast 4 years of proven experience in Java, J2EE technologies

• Positive influencing skills both verbally and through the preparation of written materials in order to build relationships and effectively communicate business needs to internal technology groups

• Must have strong SDLC, project management, execution and delivery understanding with
  attention to detail around SLA metrics, accountability and operational excellence.

• A team player who places great emphasis on collective achievement within his/her team and 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

• The individual will be called upon to work with broad spectrum of individuals in varied settings across the organizations

• Ability to interface and cultivate excellent working relationships both within Technology, Business and vendors