Global Telecommunications Support Specialist

🕒 April 25

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ComPsych

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1984

⚕️ Healthcare Insurance

🧘 Wellness

🤝 B2B

Healthcare Insurance • Wellness • B2B

ComPsych is a leading provider of employee assistance programs (EAP), offering mental health and wellness services to employees and their families. The company focuses on improving workplace productivity by providing support services that help employees manage personal and work-related challenges. ComPsych's solutions include counseling, crisis intervention, and various wellness programs designed to enhance overall employee satisfaction and performance.

📋 Description

• Manage comprehensive toll-free number lifecycle including inventory maintenance, ordering, portability processes, and carrier coordination across international markets, with focus on APAC and EU regions. • Diagnose, troubleshoot, and resolve toll-free number functionality issues including call routing failures, connectivity problems, and carrier-specific restrictions. • Monitor performance metrics, analyze usage patterns and costs, and proactively address issues to optimize call routing performance and cost efficiency. • Ensure compliance with diverse international telecommunications regulations and navigate country-specific requirements and carrier relationships. • Provide technical support to partner organizations for international telecommunications connectivity challenges, particularly in APAC and EU markets. • Configure, optimize, and troubleshoot Genesys Cloud CX platform settings for international partner deployments, integrations, and local operations. • Troubleshoot SIP trunk configurations and call routing issues specific to international telecommunications infrastructure. • Track and report on key performance indicators related to global telecommunications infrastructure, toll-free service quality, call completion rates, routing accuracy, and cost analysis. • Maintain accurate global tracking spreadsheets with current telecommunications inventory and configurations across multiple international markets. • Cultivate and maintain strong relationships with international telecom vendors and service providers to ensure prompt resolution of service disruptions and effective management of service level agreements.

🎯 Requirements

• 5+ years of experience in telecommunications support with specific focus on international operations. • Associates degree in Telecommunications, IT or related field preferred. • Strong knowledge of Genesys Cloud CX platform configuration, administration, and troubleshooting. • Experience with international telecommunications infrastructure, particularly in APAC and EU markets. • Proficiency in SIP protocols, VoIP systems, and international call routing. • Demonstrated experience troubleshooting and managing international and local toll-free numbers. • Understanding of APAC and EU telecommunications regulations and carrier-specific requirements. • Experience supporting partner organizations with complex technical integrations. • Excellent communication skills and ability to work across multiple time zones. • Ability to work independently and manage multiple priorities in a fast-paced environment.

🏖️ Benefits

• Health insurance • Paid time off • Professional development opportunities • Remote work options