Global Telecommunications Support Specialist

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ComPsych

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 1984

⚕️ Assurance santé

🧘 Bien-être

🤝 B2B

Healthcare Insurance • Wellness • B2B

ComPsych est un leader des programmes d'assistance aux employés (EAP), offrant des services de santé mentale et de bien-être aux employés et à leurs familles. L'entreprise se concentre sur l'amélioration de la productivité au travail en fournissant des services de soutien qui aident les employés à gérer les défis personnels et professionnels. Les solutions de ComPsych comprennent le conseil, l'intervention en cas de crise et divers programmes de bien-être conçus pour améliorer la satisfaction générale et la performance des employés.

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.

🎯 Exigences

• 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.

🏖️ Avantages

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