About this role
## Job Purpose
The CTI Technical Specialist provides hands-on first- and second-level support for Computer Telephony Integration (CTI) services, with particular focus on Genesys Cloud. The role supports approximately 20 markets across EMEA, APAC and North America and contributes to CTI projects, service enhancements and approved priorities within the IT Digital CRM Customer Engagement & Interaction team.
## Key Accountabilities
• Provide first- and second-level technical support for CTI services across multiple international markets.
• Apply specialist expertise in Genesys Cloud to troubleshoot and resolve CTI-related incidents and service issues.
• Support Genesys and Salesforce CRM environments and their associated CTI integrations.
• Support and coordinate technical incident resolution across multiple teams, ensuring timely escalation and clear stakeholder communication.
• Participate in major incident management activities, including P1 war rooms and on-call support when required, ensuring rapid coordination, resolution of critical service disruptions, and effective communication with stakeholders.
• Investigate recurring issues, contribute to root-cause analysis and support continuous service improvement.
• Support CTI projects, technical enhancements and approved initiatives.
• Collaborate with the CTI Project Manager and wider IT teams to deliver agreed technical activities and priorities.
• Participate in Agile ceremonies, including Sprint Planning, Daily Stand-ups and Sprint Reviews.
• Use JIRA to track project delivery, incidents and technical activities.
• Collaborate effectively with technical teams, business stakeholders and local markets across the organisation.
## Qualifications
• 2–5 years of professional experience, including a proven track record in CTI technical support or a comparable technical specialist role.
• Strong hands-on experience with Genesys Cloud and CTI technologies.
• Previous Genesys experience is required; Salesforce CRM experience is preferred.
• Experience in incident management, technical troubleshooting and coordinating resolution across multiple teams.
• Good understanding of Agile frameworks and practical experience using JIRA.
• Strong analytical and problem-solving skills, with a proactive approach to technical issues.
• Excellent communication and stakeholder management skills.
• Ability to work effectively in a global, multi-market environment.
• Fluency in English and Italian.
• Right to work in Italy.
## VISA Requirements
Right to work in Italy.
## WHAT WE OFFER
In compliance with the applicable pay transparency legislation, the following information is provided regarding the initial compensation foreseen for the position.
Contract
• Type of contract: Permanent
• Hybrid working model: 2 days per week remotely
• Applicable Collective Labour Agreement (CCNL): “Addetti agli uffici ed ai terminals delle società di navigazione che esercitano l’armamento privato” – sez. personale di terra
• Gross annual salary (RAL): between €33.000 – €37.000 gross per year, paid over 14 monthly installments
• Meal vouchers: worth €8 per on-site working day
The offer in terms of salary will be determined based on the candidate’s professional experience, technical competencies, and the level of autonomy and responsibility assigned to the role.
Welfare&Wellbeing
We offer a range of Welfare&Wellbeing Initiatives as well as benefits including Productivity award, Health Insurance, Learning opportunities, flexible working hours, Employee Assistance Programme, Discounts & Partnerships within the MSC group.
Our commitment
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!