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Voice Engineer

4 months ago

London, Greater London, United Kingdom FIS Global Full time

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor of Information Technology

Are you ready to unleash your full potential? We're looking for people who are passionate about payments to chart Worldpay's path to being the largest and most-loved payments company in the world.

About the team

We are establishing a voice network engineer function that plays a crucial role in providing reliable network routing to support Worldpay's global voice and digital traffic for both contact center and back-office functions.

What you will be doing

As a Voice Network Engineer, implements Worldpay's cloud strategy from a technical perspective, including design, planning, integration, maintenance and support of the cloud architecture. Collaborate with stakeholders to understand business requirements for both voice and digital channels supporting contact center and back-office functionalities.

  • Works with the Architecture team to design, develop, and deploy APIs, consume APIs.
  • Manage voice systems and provide Subject Matter Expertise (SME) input into solution design, and optimization for network solutions.
  • Build call-flow designs, chat and integration to backend systems using application program interfaces (API).
  • Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.
  • Review support tickets and oversee any support questions from other team members that might be working on one of those tickets.
  • Document and design call flow diagrams to ensure that all call variables have been accounted within routing plans.
  • Review functional and technical designs to identify areas of risk and/or missing requirements.
  • Provide off-hour, on-call and weekend coverage as required.
  • Other related duties assigned as needed.

What you bring:

  • 4+ years of experience supporting NICE CXone Contact Center.
  • 4+ years of experience with NICE CXone Studio custom scripting.
  • Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g. executive, management, individual contributors.
  • Experience integrating 3rd party APIs.
  • Excellent decision making, problem solving, team and time management skills.
  • In depth knowledge of a broad range of network design, configuration, operations and administration.
  • Knowledge of network technologies, i.e. routers, switches, load balancers, firewalls, network and routing protocols, DNS.
  • Knowledge of Session Initiation Protocol (SIP), including troubleshooting signaling message types, such as REGISTER, INVITE, ACK or CANCEL, and various stages of communication flow.
  • Knowledge of Session Description Protocol (SDP), including troubleshooting voice, video, and data response messages, discerning return responses and status codes to identify failures and errors.
  • Knowledge of audio, including G.711, G.729, and video, such as H.264, H.265, VP8 or VP9 encoding standards.

Added bonus if you have:

  • Experience with AWS, Azure or other relevant cloud providers.
  • Lumen Routing and Call Control (RACC)
  • Experience with network integrations to:
    • NICE IEX Workforce Management
    • Salesforce
    • Nuance/Microsoft
    • Salesforce
    • 8x8
    • Microsoft Teams

What we offer you

  • A competitive salary and benefits
  • A variety of career development tools, resources and opportunities
  • The chance to work on some of the most challenging, relevant issues in the payment industry
  • Time to support charities and give back in your community

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Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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