MSC IT department is seeking an experienced CTI IT Technical specialist with experience with Genesys Cloud that will be involved in the global migration of MSC Contact Centers. In this role he\/she will support with the planning, localization, design, configuration and routing development, deployment and testing, cutover & post migration support activities. The End to End support responsibility involves also trouble shooting Agent PC, VPN and Networks\/routing. - Fluent in English oral and written. Italian language is an advantage; - Master's or Bachelor’s degree in Computer science, engineering or equivalent; - 7 years experience as CTI specialist; - Hands on experience with Genesys CTI suites. Both legacy and Cloud preferred; - Experience with CTI trouble shooting techniques; - Experience writing technical documentation to support analysis and operation guides; - Hands on experience on the PureCloud solution and specifically the PureCloud Architect would be a significant advantage; - Experienced communication skills to all levels of corporate management. - Adds moves and changes for contact center users in both Genesys Pure Engage and Pure Cloud CTI solutions; - Coordinates multiple third-party suppliers for operational support and migration activities of MSC Globally distributed Contact Centers; - Supports the design and builds activities associated to the localisation for each Contact Center migration; - Oversees post migration support of PureCloud users (on site if required) for globally distributed contact centers. Trouble shooting of issues tickets raised by operational staff. Follows up of ticket resolution with third parties as required; - Documents and transfers knowledge of service management support to local IT and supervisors; - Supports of reporting deliverables localized at each site. Configures wallboard and knowledge transfer of reporting tools to local operational teams; - Communicates the status updates to various levels of MSC management such as critical communications for production issues and status updates for various levels or criticality; - Participates and leads critical situations raised by operations. Performs a rapid response to critical issues raised in production. Works with globally distributed teams to analyse trouble shoot and isolates root cause of critical operational issues when the arise; - Supports the documentation including operational guides, analysis reports, status updates etc.; - Supports “Oncall” via regular Rota. VISA REQUIREMENTS (if any) Right to work in Italy.Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean. Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf. MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide. As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia. The fleet's average age is 7 years, the youngest in the industry. In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships. As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year. MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude. MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship. In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.