• Service Operations Expert Contact Center Jobs in Hyderabad,India - 23837402

  • Novartis AG
  • Save Job
  • 7 - 10 Years
  • Posted : above 1 month

Job Description:

Job ID 256771BR

Position Title Service Operations Expert Contact Center

Responsible for Novartis corporate Contact Center infrastructure, leads operation of all Contact Center-related infrastructure services Supports architecture, engineering and Service Operations Manager Telephony in developing and implementing Contact Center solutions needed by the business Contact Center technology is mission critical within Novartis for providing centralized access for internal and external users to support organizations, such as NBS services (HR, IT, Finance, Procurement), Sales & Marketing, Order Taking, Patient Safety etc Services are offered globally to all Novartis countries and sites, via cloud-based solutions from external vendors

Support Novartis business initiatives requiring Contact Center as a solution component Define services, service levels and support needs Drives service cost efficiencies
Support Architecture and Engineering in developing corporate Contact Center strategy and executes to the strategy
Key innovation responsibility develop and deliver Contact Center services to keep Novartis competitive
Communicate regularly on Contact Center topics to IT executive management and contact center customers / community
Ensure Contact Center solutions adhere to regulatory and legal business requirements
Identify opportunities for continual improvement of the services; and actively participate in service reviews (internal and external) Monitor the Service and related interfaces (eg to underpinning Services) and coordinate efforts to improve it
Ensure that the ongoing service delivery and support meet agreed customer requirements
Represent the services across the Novartis businesses and IT functions; provide input concerning changes to the service; and serve as the key stakeholder in processes that enable or support the service
Provide consultancy to internal customers during design and implementation of new contact center instances
Act as subject matter expert for the integration of customer interaction systems and the Contact Center infrastructure

Minimum requirements Bachelors degree required, with strong preference in Computer Science, other Science, Technology, Engineering or Mathematics
Business fluent in English (written and spoken)
5 years of professional IT experience
3 years working with Contact Center technology (Cisco preferred) including networking and telecommunications engineering, telephony systems, contact center operations, vendor and service management and security
Working knowledge of unified messaging, ACD and IVR systems, integration to CRM packages, workforce management, quality management, contact center reporting, voice recording
CCNA, CCNP or CCDP certification preferred

Candidate should have relevant experience on Cisco Unified Contact Center Enterprise with 7-10 years

o Planning, Designing and implementation of Cisco Unified Communications projects, that includes,
o Should have hands on experience on Cisco Voice Gateway protocols (MGCP, H323, SRST, CUBE and IP-IP Gateways)
o Should have hands on experience on Cisco Unified Communications Manager
o Should have hands on experience on Cisco Unified Contact Center Enterprise component portfolio which includes CVP, ICM, CUIC, Peripheral Gateways and Workforce Management (which includes CRM integration and Call/screen Recording solution)
o Should have hands on experience Cisco Hosted Collaboration Solutions
o Should have hands on experience Cisco Hosted Collaboration Solutions

Division NBS

Business Unit IT NBS

Location India

Site Hyderabad, AP

Company/Legal Entity Nov Hltcr Shared Services Ind

Functional Area Information Technology

Job Type Full Time

Employment Type Regular

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Biotechnology/Pharmaceutical/Medicine, Manufacturing/Industrial
Functional Area : IT Software : Software Products & Services
Role : Network Administration
Salary : As per Industry Standards
Deadline : 15th Apr 2020

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