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Job Description

AstraZeneca 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 state
• Will 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:

• Bachelor’s degree in Life Sciences, Mathematics, Computer Engineering, Electrical Engineering, Computer Science, Information Technology, or equivalent degree is required.

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.