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Contact Center DevOps Engineer
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Contact Center DevOps Engineer
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RocheGet AI-powered advice on this job and more exclusive features.At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
You will join the Product Development, Integration and Engineering chapter, which aims to build excellence and mastery in innovative software product development capabilities. We provide all software development and integration expertise and technology leadership required across multiple business and foundational teams to leverage technology for improved patient outcomes. It provides rapid prototyping techniques, technology consulting, and advisory to solve particular software solution problems.
You will develop, maintain, and optimize contact center systems and integrations as a Contact Center DevOps Engineer. You will work closely with business analysts, developers, and other stakeholders to design and implement solutions that meet the organization's needs. You will also ensure that contact center applications are stable, scalable, and secure.
In addition, you will design, evaluate, and modify contact center platforms and associated modules to solve business problems and support research, development, engineering, or administrative/business efforts. Analyze existing contact center modules and integrations, formulate logic for additional stability, and develop new integrations and modules. Devise logical procedures, prepare flowcharts, perform coding tasks, and test/debug programs. Provide input for the documentation of new or existing needs. Determine input/output processes and develop working parameters for hardware/software compatibility. Contribute to policies, procedures, expansion strategies, and product evaluation decisions. You may also provide work leadership by assigning tasks and resolving problems.
What you'll be working on
Design, build, test, and implement Contact Center and IP Telephony (IPT) solutions, ensuring robustness and reliabilityStandardize Contact Center and IPT componentsLead and contribute to the design and architecture of comprehensive, end-to-end Contact Center solutions, ensuring alignment with business requirements and technical standardsEnsure that the Contact Center designs adhere to Roche’s Security, Quality and Regulatory standardsProvide third-level technical support, responding effectively to critical incidents and managing escalationsLead and guide technical teams to ensure the success of technical activitiesConduct training sessions and offer ongoing support to end-users of Contact Center toolsEngage in the on-call rotation to provide timely support as neededLead and contribute to the evaluation of new solutions through Proofs of Concept (PoCs), identifying potential benefits and challengesProduce and maintain comprehensive documentation for Contact Center designs, including knowledge transfers and standardized component documentationAdvise, influence, and collaborate with Contact Center Product Managers to align solutions with business strategies and prioritiesProvide expert consultancy on best practices to maximize and leverage the capabilities of the Contact Center technologiesPromote and implement a DevOps culture within the team, fostering an environment of continuous improvement and collaborationWork closely with cross-functional teams, including infrastructure and CRM teams, to ensure seamless integration and operation of Contact Center solutionsStay current with emerging technologies and trends in Contact Center and IPT solutions, driving continuous innovation and improvement
The ideal candidate
Bachelor's degree in computer science, systems analysis or a related study, or equivalent experience3+ years of experience in the Contact Center technology areaExperience in the following areas/technologies:
Cisco Unified Contact Center Enterprise (UCCE)Session Border Controllers (SBCs)Contact Center as a Service (CCaaS) platforms, particularly Talkdesk and GenesysWorkforce Engagement Management (WEM) solutions (Call Recording, Quality Management, Interaction Analytics)Conversational AI (Virtual Agents, Agent Assistants, LLMs)Experience with Python, JavaScript, Git and REST APIsLives the Agile / SCRUM methodology and mindsetExperience in regulated environments and modern architecture practices is advantageousPossesses a combination of analytical thinking, hands-on problem-solving, and a customer-service mindsetIs capable of out-of-the-box thinking paired with the view of the “Big Picture” to "connect the dots"Can challenge requirements in a constructive way to contribute to the goal of reducing maintenance efforts and ensuring upgradability by keeping complexity and customization to a minimumIs passionate about learning, sharing, and further developing “best practices” and embedding it as “next practice” to achieve greater impactAble to convey complex technical concepts to non-technical stakeholders effectivelyStrong written and verbal communication skills in English
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.Seniority level
Seniority level AssociateEmployment type
Employment type Full-timeJob function
Job function Information TechnologyIndustries Pharmaceutical Manufacturing, Biotechnology Research, and Medical Equipment ManufacturingReferrals increase your chances of interviewing at Roche by 2xSign in to set job alerts for “DevOps Engineer” roles.
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