Description du poste General Duties & Responsibilities Handles customer requests for telecommunications support including moves, adds, changes, repairs and inquiries. Troubleshoots major telecommunications issues. Identifies and manages telecommunications projects. Provides design and software support for PBX, voice mail, voice network, and video systems. Manages vendor activities and verifies expenses relating to day-to-day support requirements. Participates on project teams for larger telecommunications project initiatives and periodically takes a lead project role. Defines and updates departmental telecommunications documentation and databases. Audits telecommunications expenses and may recommend expense reduction initiatives. Provides customer liaison role for day-to-day support activities and/or critical telecommunications functions. Proposes technical network and equipment system solutions for customer business requirements or cost reductions. Writes business correspondence for recommendations, project support and customer service purposes. Conducts customer meetings and one-on-one presentations regarding applicable communications systems. Interfaces with vendors on new technology and system updates. Other related duties assigned as needed. Education Requirements Bachelor’s degree in computer science or information technology or the equivalent combination of education, training, or work experience. General Knowledge, Skills & Abilities Proficiency in Microsoft (Excel, Word, PP) and Visio or other call flow software Excellent communication skills Ability to interpret, create and/or modify IVR infrastructure / architecture diagrams Capable of managing multiple tasks Take initiative on follow through Strong analytical skills Strong organizational & time management skills Highly organized Proven experience with creating /generating call flows for Voice Applications, Disaster Recovery Plans, technical support documentation for Voice projects. experience with managing application testing, providing status updates Avaya communication manager or Cisco UC SIP networking knowledge Avaya or Cisco (unity) voice mail Nice To Have Skills Oracle SBC, ECB, EOM Converged engineering certifications Experience with Avaya experience portal Eclipse based development Experience migrating to cloud based SAAS solution Nice Call recording Verint call recording Experience building business cases Fis Job Level Description Expert professional role having broad expertise or unique knowledge. Uses professional concepts in developing resolution to critical issues and broad design matters. Works independently on significant and unique issues where analysis of situations or data requires an evaluation of intangibles. Exercises independent judgment in methods, techniques, and evaluation criteria for obtaining results. Designs systems and solutions for global corporate requirements or cost reductions. Conducts product research and reports on industry trends. Creates formal networks involving coordination among groups. Expected to be primary mentor for others on staff and is a role model for rest of team. Effectively communicates with all levels of technical and non-technical personnel. Ability to provide communication on issues or complex information to a wide audience based on knowledge. Participates as a senior member in strategic planning and direction. Develops, documents and implements standards, guidelines, direction and education on process/procedures for staff. Assigned to the most highly visible, sensitive and critical systems. Typically requires a minimum of ten plus years of experience in a telecommunications environment. With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions. We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries. Our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index. FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.