ABOUT US

We are driven by service through PASSION, PEOPLE & PURPOSE. A Family of Brands making travel matter for over 100 years.

The Travel Corporation is made up of a team of individuals with a shared goal of delivering exceptional travel experiences that make a positive difference. We’re leading the way in responsible travel, unique rich local experiences, and are dedicated to making sure travel is easy and enjoyable. We’re seeking new talent to elevate our team and can’t wait to hear from you. Get in touch.

HOW YOU'LL WORK

We’re energized by all the opportunities of the new world and are proud of our inspiring global workplaces. We look to inspire teamwork, collaboration, and passion for creativity.

We offer a flexible work environment - in person in exciting offices and virtually with leading technology.

Working together across markets, teams and disciplines ensure everyone has a voice and everyone is part of our industry-leading brands. Irrespective of where you are, we cultivate environments where everyone contributes and everyone flourishes.

PERKS

• After your first year, you get an annual travel credit of $1250 to travel on any one of our core travel brands.
• You also get 2 weeks a year where you can work from anywhere in the world, your choice.
• To grow – we offer a global training calendar, with a mix of virtual, in-person, and e-learning courses. Plus, we give $3000 per year to support external learning and development courses that interest you and drive your passion.
• Giving back - we give you two paid work days each year to volunteer to make a difference in causes that are close to your heart too. We believe that travel is a privilege, but with that privilege comes the responsibility; to ensure we have a positive impact on the places we go, the people we meet, and the wildlife we enjoy. We ensure that travel is a force for good and that we MAKE TRAVEL MATTER®.

POSITION SUMMARY

This role is responsible for managing the day-to-day telephony operation of our contact centre environment and provide ongoing support for internal clients. This is a hands-on role installing, configuring, and operating voice and Contact Centre solutions, in a complex environment.

KEY RESULT AREAS & ACTIVITIES PERFORMED

• Provide basic configuration and operational support of telecommunications systems
• Assist with day-to-day telecommunications operations, analysis and troubleshooting.
• Process changes to staffing and disaster recovery conditions
• Maintain technical and end user documentation regarding process and procedure for all telephony related activities and services in accordance with the Corporate Telecom strategy.
• Triage events to provide suppliers/vendors/partners with accurate and adequate information to effectively and efficiently resolve incidents and changes.
• Liaise with 3rd parties, internal teams, and internal customers to ensure effective day-to-day delivery of voice services
• Assist in ordering services and new site implementations for voice communication

EXPERIENCE

• 5+ years’ experience in contact center technology and support
• 2+ years’ supervisory experience
• 3+ years’ experience with Genesys platform including but not limited to the design, support, and implementation of Omnichannel routing and associated features.
• Maintain a high proficiency with other Genesys and related products (OS, database, switches, connectors/adaptors, and call recording products).
• Hands-on operational experience with Genesys WWE 9.x
• Proven experience in the operation of all Voice Applications (call routing, desk and soft-phones, voice mail, digital voice recording, etc.)
• Experience supporting and troubleshooting AudioCodes Session Border Controller platform
• Implement SIP trunking and SIP endpoints in a complex networking environment
• Ability to perform advanced SIP debugging with Wireshark and other tools. Capture and analyze SIP and RTP traces to isolate and resolve issues
• Strong knowledge of VoIP, networking, and security (SRTP/TLS) concepts
• Proven strong customer relations proficiency
• Work closely with key partners (such as Genesys) to learn product roadmaps for PureEngage and market trends that can be used to assist customers with their own strategic roadmaps.
• Desire to be in a fast-paced large enterprise telecommunications environment
• Strong skills with written and oral communication with all levels of staff, management and clients as well as organizational, time management, and documentation
• Accurate and prompt handling of Telecom administration work and solving of related issues
• Be on-call as needed for outages and conferences with clients
• Serve as a technical escalation point and design authority for Genesys CX solutions
• Gather information and requirements from customers and partners to formulate architectures around supported solutions.
• Avaya Systems knowledge to include the G430/450's, S8300's, Modular Messaging, Message Application Servers, and Message Storage Servers -> Nice to have
• Familiar with Change Management processes
• Experience with Ticketing Systems such as Service Now
• Strong PC skills to include proficiency in Microsoft O365, Internet and webinar applications.

WORK ENVIRONMENT

• Hybrid Office based
• Must be flexible to work outside of regular business hours
• Occasional Travel (10%) required

Vaccine Mandate

All newly hired employees must be fully vaccinated against COVID-19 (i.e., at least 2 weeks after last dose) and, if hired, present proof of vaccination before start date.

Candidates may request an accommodation due to disability, sincerely held religious belief or exception required under applicable law.

The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state or local laws or ordinances.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.