Global Telecommunications Support Specialist
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Job Description
Manage international telecommunications issues as a Telecommunications Support Specialist for ComPsych. Collaborate with global partners mainly within APAC and EU markets to optimize functionality and compliance.
Responsibilities:
- 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.
- Troubleshoot and resolve international telecommunications issues, escalating complex cases as needed and maintaining expertise in relevant standards and carrier requirements.
- Manage employee onboarding by setting up communication tools (Genesys Cloud CX, Microsoft Teams, Zoom, faxing systems) and configuring user accounts and permissions.
- Handle employee offboarding requests by deactivating access across all telecommunications and communication platforms.
- Configure user accounts and permissions within Genesys Cloud CX platform for various user roles.
- Generate ad hoc global call reporting and analyze telecommunications usage patterns to identify optimization opportunities.
- Create detailed incident reports, maintain comprehensive documentation of system changes, and develop knowledge base articles specific to international carriers.
- 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.
- Maintain relationships with international toll-free and telecommunication service providers, coordinating service disruptions resolution and service level agreement management.
- Coordinate with international telecom carriers and local service providers to resolve connectivity challenges and integration issues.
- Ensure accurate and up-to-date telecom data by maintaining global tracking spreadsheets and continuously improving data management processes.
- Maintain global telecom numbers and line routing information.
- Make recommendations for system improvements to optimize system use of telecom data.
- Invest in constant process improvement to systematize the global telecom data.
- 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.
- Research new vendors and emerging technologies/platforms/processes etc.
- Handle additional assigned duties as needed.
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
- 401(k) matching
- Paid time off
- Professional development opportunities
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