Global Telecommunications Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the complete lifecycle of toll-free numbers, which includes inventory management, ordering, portability processes, and coordination with carriers across international markets, emphasizing APAC and EU regions.

• Identify, troubleshoot, and resolve issues related to toll-free number functionality, such as call routing failures, connectivity issues, and carrier-specific limitations.

• Monitor performance metrics, assess usage trends and costs, and proactively tackle issues to enhance call routing efficiency and cost-effectiveness.

• Ensure adherence to various international telecommunications regulations and navigate the unique requirements of different countries and carrier relationships.

• Offer technical support to partner organizations facing challenges in international telecommunications connectivity, particularly in the APAC and EU regions.

• Configure, enhance, and troubleshoot settings on the Genesys Cloud CX platform for deployments, integrations, and local operations with international partners.

• Address SIP trunk configurations and call routing challenges specific to international telecommunications infrastructure.

• Monitor and report on key performance indicators associated with global telecommunications infrastructure, toll-free service quality, call completion rates, routing precision, and cost assessments.

• Maintain up-to-date global tracking spreadsheets documenting current telecommunications inventory and configurations across various international markets.

• Develop and sustain strong relationships with international telecom vendors and service providers to ensure quick resolution of service interruptions and effective management of service level agreements.

⛳️ Requirements

• A minimum of 5 years of experience in telecommunications support, specifically focusing on international operations.

• An Associate's degree in Telecommunications, IT, or a related field is preferred.

• In-depth knowledge of the Genesys Cloud CX platform, including configuration, administration, and troubleshooting.

• Experience with international telecommunications infrastructure, particularly within the APAC and EU markets.

• Proficiency in SIP protocols, VoIP systems, and international call routing practices.

• Proven experience in troubleshooting and managing both international and local toll-free numbers.

• Familiarity with telecommunications regulations in APAC and EU regions, along with carrier-specific requirements.

• Experience providing support to partner organizations with intricate technical integrations.

• Strong communication skills and the ability to collaborate across multiple time zones.

• Capacity to work independently while managing multiple priorities in a dynamic environment.

🏝️ Benefits

• Health insurance

• Paid time off

• Professional development opportunities

• Remote work options