Thermo Fisher Scientific Call Center Developer in Carlsbad, California

Job Description

We are looking for someone with extensive experience in a large call center environment. Must be able to respond to DR and outage situations in timely and knowledgeable manner. Must be able to quickly assimilate to the Thermo Fisher Scientific environment. Candidate must have in-depth knowledge of Genesys call center applications Responsibilities

This position to support Call center applications and our business users in call centers around the globe. The responsible person will work in coordination with the rest of the Call Center team in Carlsbad USA, Pittsburgh USA, TDC India and the local Telecom and Infrastructure teams in all locations.

Essential Functions

  • Maintain Genesys applications in perfect working order,

  • Anticipate and avoid failures and breakdowns,

  • Add, Change, Delete phone extension and user configurations in Avaya, Genesys and Verint as needed.

  • Resolve issues faced by users in time to maintain SLA

  • Participate in Telecom / Genesys projects

  • Travel to Call Center and Business locations as required

  • Will be required to perform other related duties as required and/or assigned

Requirements (Must Have)

Requires a minimum of 5 years of relevant experience in a Call Center environment using Genesys call center applications with Avaya

phone switches.

Must be familiar with Genesys application version 8.x with expertise on at least three of the following

  • Genesys Administrator, Configuration Manager, Solution control Interface, GAX and Pulse,

  • Infomart and Interactive Intelligence,

  • Genesys Multimedia applications such as Interaction Server, Contact Server, Email Server, Chat Server

  • Interaction Routing (Voice and Multimedia)

  • Workspace Desktop Edition

  • Genesys WFM

Requirements (Desired)

  • Avaya Call Routing and Avaya Vectoring

  • Avaya Site Administration tool, CMS Supervisor, One-X communicator

  • Exposure to Avaya EMC applications

  • Verint Call Recording and WFM applications

  • Integration to SalesForce.Com and other CRM systems

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.