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La 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 reliability.
* Standardize Contact Center and IPT components
* Lead and contribute to the design and architecture of comprehensive, end-to-end Contact Center solutions, ensuring alignment with business requirements and technical standards.
* Ensure that the Contact Center designs adhere to Roche’s Security, Quality and Regulatory standards
* Provide third-level technical support, responding effectively to critical incidents and managing escalations.
* Lead and guide technical teams to ensure the success of technical activities.
* Conduct training sessions and offer ongoing support to end-users of Contact Center tools.
* Engage in the on-call rotation to provide timely support as needed.
* Lead and contribute to the evaluation of new solutions through Proofs of Concept (PoCs), identifying potential benefits and challenges.
* Produce and maintain comprehensive documentation for Contact Center designs, including knowledge transfers and standardized component documentation.
* Advise, influence, and collaborate with Contact Center Product Managers to align solutions with business strategies and priorities.
* Provide expert consultancy on best practices to maximize and leverage the capabilities of the Contact Center technologies.
* Promote and implement a DevOps culture within the team, fostering an environment of continuous improvement and collaboration.
* Work closely with cross-functional teams, including infrastructure and CRM teams, to ensure seamless integration and operation of Contact Center solutions.
* Stay 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 experience
* 3+ years of experience in the Contact Center technology area
* Experience in the following areas/technologies:
o Cisco Unified Contact Center Enterprise (UCCE)
o Session Border Controllers (SBCs)
o Contact Center as a Service (CCaaS) platforms, particularly Talkdesk and Genesys.
o Workforce Engagement Management (WEM) solutions (Call Recording, Quality Management, Interaction Analytics).
o Conversational AI (Virtual Agents, Agent Assistants, LLMs)
* Experience with Python, JavaScript, Git and REST APIs.
* Lives the Agile / SCRUM methodology and mindset.
* Experience in regulated environments and modern architecture practices is advantageous.
* Possesses a combination of analytical thinking, hands-on problem-solving, and a customer-service mindset.
* Is 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 minimum.
* Is passionate about learning, sharing, and further developing “best practices” and embedding it as “next practice” to achieve greater impact.
* Able to convey complex technical concepts to non-technical stakeholders effectively.
* Strong written and verbal communication skills in English.
Qui nous sommes
Un avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial.
Construisons ensemble un avenir plus sain.
Roche est un employeur offrant l'équité en matière d'emploi.
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