Deskripsi Pekerjaan
Join Teleperformance, a global leader in outsourced customer experience management, as a Telephony Support Specialist in the vibrant coastal hub of Kuta, Bali. In this critical role, you'll be the backbone of our telecommunications infrastructure, ensuring seamless operations for our cutting-edge call center solutions. You'll leverage your expertise in telephone systems and Genesys platforms to diagnose complex technical issues, maintain system integrity, and optimize voice communication workflows. This position offers the unique opportunity to work with multinational clients while enjoying Bali's renowned work-life balance. Your contributions will directly impact customer satisfaction and operational efficiency in one of Southeast Asia's most dynamic tech hubs.
Teleperformance provides comprehensive training and career development opportunities for ambitious IT professionals. You'll collaborate with cross-functional teams to implement telephony solutions, analyze system performance metrics, and implement proactive maintenance strategies. The ideal candidate thrives in fast-paced environments and possesses a passion for problem-solving in telecommunications technology. Enjoy competitive compensation, modern work facilities, and the chance to advance your career in Bali's thriving tech scene.
Tanggung Jawab
- Monitor and maintain Genesys telephony systems to ensure optimal performance and uptime
- Diagnose and resolve complex voice network issues including SIP trunks, IVR systems, and ACD configurations
- Perform routine system health checks, capacity planning, and performance optimization
- Collaborate with network engineers to implement telephony infrastructure upgrades
- Document system configurations, change logs, and troubleshooting procedures
- Provide Tier 2/3 support for call center operations during critical incidents
- Train call center agents on telephony system features and best practices
- Analyze call routing data to identify efficiency improvements and cost-saving opportunities
Kualifikasi
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
- Minimum 2 years experience with Genesys telephony platforms and call center systems
- Strong understanding of VoIP protocols, SIP, and PSTN infrastructure
- Proficiency in network troubleshooting tools and network monitoring systems
- Industry certifications (e.g., Genesys Certified Professional) highly desirable
- Excellent problem-solving skills with ability to work under pressure
- Strong written and verbal communication skills in English
- Experience working in multinational call center environments preferred