Senior Specialist - Contact Centre, Telephony

Our Infrastructure and End User Services (IES) organization is looking for a Senior Specialist - Contact Centre, Telephony to join the team!

This role supports architecture, engineering and telephony operations in developing and implementing contact center (CC) solutions needed by the business. The Senior Specialist will support Novartis business initiatives requiring contact center as a solution component, and work with Architecture and Engineering teams in developing corporate CC strategy and execution. CC technology is a mission critical within Novartis for providing centralized access for internal and external users to support orgs such as HR, IT, Finance, Procurement, Sales & Marketing, Patient Safety. Services are offered globally to all Novartis countries via cloud based solution Genesys Cloud.

• Supports Novartis business initiatives requiring contact center as a solution component.
• Supports Architecture and Engineering in developing corporate CC strategy and execution.
• Acting as SME on CC & telecom
• Creates and maintains documentation for CC and telecom services
• Maintains knowledge of assets (hardware, software and telecom technology) and coordinates the implementation of modifications and evolutions as required
• Participates in on-call supports for contact center Priority 1 incidents
• Ensures CC solutions adhere to regulatory and legal business requirements
• Identifies opportunities for continual improvement of the services.
• Participates in weekly and monthly service support reviews, monitors the service.
• Ensures that the ongoing service delivery meet agreed customer requirements and provides inputs concerning changes to the service.
• Provides consultancy to customers during design & implementations.
• Supports TEM (Telecom Expense Management) service team

• Preferably bachelors/masters degree in computer science, Information Technology, or a related field Experience
• 6+ years hands-on experience with Contact Center products, ideally with the Genesys Cloud platform (or a similar Saas solutions: Cisco, Avaya, Five9, Nice, Microsoft).
• In-depth knowledge of topics such as IVR, ACD, call flows, call routing, inbound and outbound call center features, call center clients and application integrations.
• Certification for Contact Center solutions
• Experience in Incident Management, IT Governance, IT Service Management, Networking
• Excellent communication skills, with ability to translate business requirements into technical solutions

• Ideally knowledge of networking, CCNA or similar certification.