job description
Join Teleperformance, a global leader in customer experience management, as a Telephony Support Specialist in the vibrant heart of Bali. This role is perfect for tech-savvy professionals passionate about optimizing call center operations and delivering seamless communication solutions.
As a key member of our IT and Communications team, you will work with cutting-edge Genesys telephony systems to ensure uninterrupted service for our clients. Your expertise will drive efficiency, resolve technical challenges, and enhance the overall performance of our call center infrastructure.
Based in Kuta, Bali, this full-time position offers a dynamic work environment, competitive compensation, and the opportunity to grow with a multinational company. If you thrive in a fast-paced, technology-driven setting and have a knack for troubleshooting telephony systems, we want to hear from you!
Responsibility
- Monitor, maintain, and optimize Genesys telephony systems to ensure high availability and performance.
- Provide Level 2 and 3 support for call center agents, resolving complex technical issues related to voice, IVR, and ACD systems.
- Configure, test, and deploy telephony solutions, including call routing, queue management, and reporting tools.
- Collaborate with cross-functional teams to analyze system requirements and implement scalable telephony solutions.
- Troubleshoot and resolve incidents related to call drops, latency, or system downtime with minimal disruption.
- Document technical processes, system configurations, and troubleshooting guides for internal knowledge sharing.
- Conduct regular system audits to identify inefficiencies and recommend improvements for call center operations.
- Stay updated with the latest advancements in telephony technology and Genesys platform updates.
Qualifications
- Bachelor’s degree in Information Technology, Telecommunications, or a related field (or equivalent work experience).
- Minimum 2+ years of experience in telephony support, call center systems, or VoIP technologies.
- Hands-on experience with Genesys Cloud, PureConnect, or similar telephony platforms is a must.
- Strong understanding of IVR, ACD, SIP, and call routing protocols.
- Proficiency in troubleshooting network, hardware, and software issues related to telephony systems.
- Excellent problem-solving skills with the ability to work under pressure in a 24/7 support environment.
- Familiarity with SQL, scripting (Python/Bash), or API integrations is a plus.
- Fluent in English (written and verbal) with strong communication skills.