88-50101810 Senior Voice Specialist

Roche • Indianapolis, IN

14d • Hybrid

About The Position

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 Roche Diagnostics Operations, Inc. seeks a Senior Voice Specialist at its Indianapolis, IN location. Duties: Within global pharmaceutical and medical diagnostics company, act as member of the North America Voice Services (NAVS) team to support regional Cisco telephony infrastructure and networks utilized by enterprise users and Contact Center agents across 35 company locations in North America. Coordinate with multiple end users and Information Technology partners for all Internet Protocol Telephony (IPT) and Contact Center solutions related to telephony network operations, maintenance, repairs, and upgrades. Gather and document business requirements and translate them into technical specifications. Design and implement telephony infrastructure networks and ensure capacity needs for telephony infrastructure are met. Monitor system health, perform upgrades and provide advanced level troubleshooting. Evaluate complex scenarios with multiple factors, assess risks, and develop disaster recovery plans. Evaluate emerging technologies within the Internet Protocol Telephone (IPT) and recommend network and data communications hardware and software for Contact Center domains. Exercise judgement and make recommendations to senior stakeholders related to solutions for network problems and security measures. May telecommute up to 2 days per week.

Requirements

• Bachelor’s degree in Information Technology or related field and 2 years of experience supporting Internet Protocol Telephony network operations.
• Alternative education and experience required: 4 years of experience in position supporting Internet Protocol Telephony network operations.
• Must have minimum of 2 years’ experience with each of the following 1. Working with Internet Protocol Call Center solutions and Voice-over IP (VOIP) networks; 2. Developing, deploying and maintaining call flow applications in Cisco Unified Contact Center Enterprise (UCCE) and configuring Cisco Unified Intelligence Center (CUIC) to support call center operations; 3. Configuring and supporting Bucher+Suter Connects packages; 4. Using SQL, Python programming and API to support call center systems; and 5. Collaborating with business stakeholders to provide technical solutions to enhance customer experience and optimize call center operations.
• May telecommute up to 2 days per week.

Responsibilities

• Act as member of the North America Voice Services (NAVS) team to support regional Cisco telephony infrastructure and networks utilized by enterprise users and Contact Center agents across 35 company locations in North America.
• Coordinate with multiple end users and Information Technology partners for all Internet Protocol Telephony (IPT) and Contact Center solutions related to telephony network operations, maintenance, repairs, and upgrades.
• Gather and document business requirements and translate them into technical specifications.
• Design and implement telephony infrastructure networks and ensure capacity needs for telephony infrastructure are met.
• Monitor system health, perform upgrades and provide advanced level troubleshooting.
• Evaluate complex scenarios with multiple factors, assess risks, and develop disaster recovery plans.
• Evaluate emerging technologies within the Internet Protocol Telephone (IPT) and recommend network and data communications hardware and software for Contact Center domains.
• Exercise judgement and make recommendations to senior stakeholders related to solutions for network problems and security measures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level