Roche fosters diversity, equity, and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche where every voice matters.
The Position
Who we are
A healthier future drives us to innovate, advance science, and ensure access to healthcare for all—today and for generations to come. We aim to create a world where we all have more time with loved ones. That is what makes us Roche.
You will join the Product Development, Integration, and Engineering chapter, which aims to build excellence in innovative software product development. We provide software development, integration expertise, and technology leadership across multiple teams to leverage technology for improved patient outcomes. We offer rapid prototyping, technical consulting, and advisory services to solve specific software challenges.
Your Responsibilities
* Develop, maintain, and optimize contact center systems and integrations as a Contact Center DevOps Engineer.
* Collaborate with business analysts, developers, and other stakeholders to design and implement solutions that meet organizational needs.
* Ensure contact center applications are stable, scalable, and secure.
* Design, evaluate, and modify contact center platforms and modules to address business problems and support research, development, engineering, or administrative efforts.
* Analyze existing modules and integrations, formulate logic for stability, and develop new integrations and modules.
* Provide feedback for documentation and resolve hardware/software compatibility issues.
* Contribute to policies, procedures, expansion strategies, and product evaluations.
* Lead tasks and resolve problems, possibly providing work leadership.
The Opportunity
* Design, build, test, and implement Contact Center and IP Telephony solutions ensuring robustness and reliability.
* Standardize Contact Center and IPT components.
* Lead the design and architecture of comprehensive end-to-end Contact Center solutions aligned with business and technical standards.
* Ensure designs adhere to Roche's security, quality, and regulatory standards.
* Provide third-level support, respond to critical incidents, and handle customer issues.
* Conduct training and provide ongoing support to Contact Center users, participating in on-call rotations.
* Lead solution evaluations through Proofs of Concept and provide consultancy on methodologies to optimize technologies.
Who You Are
* Bachelor's degree in computer science, systems analysis, or related field, or equivalent experience.
* Demonstrated expertise in Contact Center technologies.
* Experience with Cisco UCCE, SBCs, CCaaS platforms like Talkdesk and Genesys, Workforce Engagement Management solutions, and Conversational AI technologies.
* Experience in regulated environments and modern architecture practices is advantageous, along with analytical, problem-solving, and customer service skills.
* Ability to think creatively, connect the big picture, reduce maintenance efforts, and minimize complexity and customization.
About Roche
With over 100,000 employees across 100 countries, Roche is a leading research-focused healthcare group driven by innovation, curiosity, and diversity.
Roche is an Equal Opportunity Employer.
Key Skills
* Children Activity, Feed, ASP.NET, Corporate Strategy, Health And Safety Management
Employment Type: Full-Time
Experience: [Specify years]
Vacancy: 1
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