Thermo Fisher Scientific Director, IT in Carlsbad, California

Job Description

Director, IT – Telecommunications/ Call Center/ Enterprise Content Management

When you join us at Thermo Fisher Scientific, you’ll be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of $20 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

What will you do?

The Director, IT - Telecommunications, Call Center & Enterprise Content Management (ECM) at Thermo Fisher Scientific is a multidimensional leadership position covering technology, people, process, and strategies for all Voice, Contact Center and Enterprise Content Services supported under the IT Technology organization. This leadership role provides direction to the team and develops departmental goals and strategies that align with the larger IT Technology organizational goals and guiding principles supporting the needs of the organization; building partnerships with business, technology, and other key stakeholders. This role shall also drive the governance and maturity of ECM, Call Center and telecom operations across the enterprise, adoption, and innovation, by building and implementing a strong, cohesive strategy and roadmap for these functions.

Responsibilities

  • Provides leadership to the team and develops departmental goals and platform strategy for ECM, Telecom and Call Center functions

  • Partner with the Business/Group Leader to lead initiatives across the group to drive effectiveness and execution of our ECM, Call Center and Telecom strategy

  • Build and drive the adoption of content management best practices and governance for existing and new technology capabilities across the organization.

  • Be accessible 24x7 to provide direction to the team on operational incidents, changes, upgrades, and installations impacting business operations and/or the contact center.

  • Drive Cloud migration strategy for ECM, Call Center and telecom platforms

  • Develop business and technical requirements for platform/vendor selection RFPs

  • Build partnerships with key stakeholders to create efficient processes to improve service delivery to our business users.

  • Baseline the current state of the Enterprise Content, call center and telephony environments, identifying improvement opportunities, defining a future state vision, strategy and roadmap, then driving adoption and execution in partnership with key stakeholders.

  • Drive Customer Experience in contact center

  • Establish CoE (Center of Excellence) across business groups, for ECM and Contact Center functions

  • Ensure governance for the following functional areas:

  • Document Management

  • Knowledge Management

  • Contact Center capabilities

  • Process automation leveraging OCR

  • Content Digitation & Retention

  • Telecom operations

  • Grow talent and leadership in ECM, Telephony and Call Center teams.

  • Drive alignment and consensus across Groups/Business partnering closely with sr. leadership

How will you get here?

Education

Bachelor’s Degree in Computer Information Systems, Telecommunications or related technical field and/or related experience

Experience

  • Experience working with executive leadership members, track record of success in implementing large, cross organization projects and strategy

  • Excellent oral and written communication skills, and ability to provide strategic direction to both technical and business organizations

  • Has great exposure / experience with IT infrastructure, IT application technologies, frameworks and data management background

  • Knowledge and experience in building cloud migrations

  • Has a strong understanding of control systems, relevant technologies, and how they interact with each other

  • Build technology roadmaps, project and budget plans, service and support models, manage risk assessments, and develop service delivery updates to communicate / present to senior leadership teams

  • Knowledge and understanding of ECM, telecommunications systems including the management of complex ECM and telecommunications environments across multiple vendor platforms

  • Exposure to multiple DMS, voice and call center technologies such as, but not limited to, voice systems, call center technologies, PBX, gateways, voice networks, ACD, call reporting systems, voicemail, quality monitoring, computer telephony integration, screen pop, dialer, call routing, ancillary support systems, and IVR self-service systems and application support

Knowledge, Skills, Abilities

  • Strong management, organizational, inter-personal, and evaluative skills

  • Demonstrated ability to develop and maintain productive business relationships with internal partners and external vendors

  • Strong coaching, mentoring, and team/direct report development skills, including career development

  • Excellent negotiation, influencing, and communication skills

At Thermo Fisher Scientific, each one of our 65,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

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.