Solutions Engineer and Administrator - Contact Center

Gaithersburg, MD
Apr 05, 2021
Apr 09, 2021
Full Time
At AstraZeneca, we 're dedicated to being a phenomenal Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There's no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration. Always committed to lifelong learning, growth and development!Job DescriptionAstraZeneca is looking for a Contact Center Solutions Engineer you will be responsible for crafting, implementing and supporting our contact center applications and technology platforms.Responsibilities:Will be the subject matter expert in contact center technology platforms and will chip in to the strategy, architecture, and design of the next generation solutions for our contact centers in AstraZeneca.Crafting optimal IVR call flow for improved customer experience, establishing and testing configuration settings to achieve desired end stateWill collaborate with internal IT, external vendors, and business stakeholders to identify requirements (functional and non-functional), develop the design, provide communications, and drive projects forward.Review solution design and provide signoff before configuration begins.Help support the configurations of contact center applications and provide a superior experience for day-to-day contact center agents and business users.Make sure support of contact center meets SLAs for the business. Participate in high priority incident and escalation calls.Perform on-call duty for non-business hours support when required occasionally.Assist with release management and change management for contact center systems.Build and update documentation for contact center systems.Provide best practices' mentorship to team managers and contact center owners.Recommend contact center system improvements, including cost/benefit analysis, to meet changing business priorities.Understand operational impacts of technology decisions and can easily explain to both technical and non-technical stakeholders the importance of technology and the impacts to the business.You will work independently as well as with a team of engineers.Participate in project kickoff and discovery meetings.Help train and mentor administrators and project staff.Requirements:Experience in implementation of Contact Center Solutions/Systems.Experience with NICE inContact, Five9, Amazon Connect, Twilio, Talkdesk, Genesys, Avaya, Cisco or any other SaaS contact center solutions vendors is highly desired.Experience with coding languages such as JavaScript, Python, Java, C++Experience with Agile project methodology and software development lifecycle.Solid understanding of CRM Solutions (like Salesforce, Zendesk, NetSuite or Microsoft Dynamics) is desired.Solid understanding of SaaS, Networking and Internet concepts.Solid understanding of WFM (Workforce Management), QM (quality monitoring), IVR development, ACD, PBX, Dialer, CTI, VoIP, SIP Services and Contact Center best practices.Knowledge of web services and API integrations.Must be strategic thinker with deducting reasoning; able to troubleshoot, think quickly and adeptly when solving sophisticated problems.Must be outstanding with time management and organization.Ability to build collaborative relationships with supervisors and peers.Ability to delegate responsibilities with ease; able to provide constructive feedback.Ability to learn continuously and train others.Education Requirements:High School diplomaBachelor's degree in Life Sciences, Mathematics, Computer Engineering, Electrical Engineering, Computer Science, Information Technology, or equivalent degree is helpful but not required.We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.