Network Engineer I

About the role

The Voice Engineering team is responsible for design and implementation of FIS' global leveraged Voice and Video network infrastructure for both corporate and production environments. The high caliber members are among the technology leaders within FIS, utilizing multiple technologies and vendors. This team requires motivated members who are ready to develop personally and professionally as FIS grows to meet the challenges presented by today's global economies. What will you be doing: Lead the technical implementation of CCaaS solutions, including configuration, integration, and testing, ensuring seamless integration with existing systems. Monitor performance, provide ongoing support, and optimize CCaaS solutions to maximize customer satisfaction and achieve business objectives. Issue Resolution Coordinator and Lead Experience on cloud ACD system configuration and administration Technical Troubleshooting contact center agent issues Voice Call flow design and implementation skills Handling the service request, Incident and change tickets Troubleshooting the voice issues and work with various stakeholders for resolution Coordination with business to understand the process requirements and providing necessary solutions What you bring: Experience in Cloud Telephony (NICE CXONE, Genesys Cloud, 8x8) Working knowledge of API & Webservice integration SIP Connectivity Interpretation and understanding of User Interface Documentation, call flows, connectivity diagrams