F. Hoffmann-La Roche Ltd
Location
São Paulo, SP | Brazil
Job description
A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.
The Network Management Section under Infrastructure Reliability Engineering Chapter is responsible for data and voice services infrastructure for Roche.
The Voice Services team is accountable for the telephony infrastructure and services utilized by enterprise users and contact center stakeholders globally. The Contact Center service is business critical since it is also consumed by external customers such as patients, health care providers and hospitals who have enquiries related to Genentech medicines, Roche diagnostic devices and other solutions.
Based in Sao Paulo, the Unified Communications & Contact Center Engineer will be assigned to the Contact Center Product Line team, and a key contributor towards enhancing the Roche reputation, by continuously optimizing the hardware and software components to achieve the best customer experience for all consumers (internal and external) of the telephony services.
Your Opportunity
Your key responsibilities include:
You will be responsible for managing & processing tickets queues in ServiceNow within defined Service Level Agreements.
You will be working closely with the local stakeholders in providing them voice services (including contact center requirements).
You will be developing call flows and completing configurations on the Cisco Unified Technologies and other related voice technologies
You will be responsible for ensuring that the voice infrastructure is configured, monitored and maintained according to global standards & procedures.
You will be assigned to the Contact Center Product Line as a resource working on specific product squads and in that role will need to collaborate with other members of the squad to deliver on the product line’s objectives.
And other day to day responsibilities as per team needs
Who you are
We are looking for an individual with Strong communication skills, experience with stakeholder management, passion and demonstrated experience with customer centricity and customer service skills, and ability to translate complex technical concepts.
Bachelors in a relevant field with 3-5 years of experience in the information the voice/telephony field, with emphasis on IP Call Center solutions, Voice over IP, Cloud Telephony solutions and network.
Advanced English and Portuguese proficiency are required
This is a hybrid position, candidates must live locally & be able to commute to campus if required, to be considered for this position.
Knowledge and development experience in at least one of the following technologies is a must:
Cisco Unified Communications technologies such as
CUCM version 12.x and higher, Presence solutions, Jabber client, Communication/Voice Gateways, ExpressWay, Unity and MediaSense
Cisco Customer Collaboration technologies, including UCCE version 12.x and higher, Finesse, CVP, Omnichannel and IVR
Cisco WebEx Calling Dedicated Instance
Cisco Webex Connect
Cisco Webex Unified Contact Center Enterprise
Talkdesk CCaaS
Nice to Have Qualifications:
Technical experience in one or more of the following areas is a plus:
Troubleshooting complex Call Center incidents including analyzing, triaging, resolving and escalating, while ensuring minimal downtime
Gathering/documenting business requirements and translating them into technical specifications
Programming or scripting experience in at least one of the following technologies:
VXML and Java Programming
Call Recording and Quality Monitoring solutions: Verint, NICE Engage.
Workforce Optimization/Workforce Management solutions: Verint, NICE
Calabrio/Teleopti Workforce Management
Unified Messaging, preferably based on Google Mail.
Reporting technologies: CUIC, Tableau
Centralized SIP Trunking with Cisco CUBEs
Experience with Contact Center multi-channel is a plus
Experience with CRM Integration (i.e. SalesForce.com) with Bucher+Suter tools/solutions, Google Dialog Flow, Talkdesk, Cisco Call Center products is a plus
Experience with with ServiceNow for IT Service Management processes is a plus
Relocation benefits are not available for this job posting.
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
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