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Thermo Fisher Scientific Genesys Lead/Reporting Developer in Carlsbad, California

Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

What will you do?

  • Be available to provide 24*7 MIM/on call support on Production issues

  • Enhance and support existing Voice, Email and web Chat channels

  • Design, develop and implement Social Media (Facebook, Twitter, WeChat) channels

  • Agent Desktop customization and blended Agents, skills, Queue configuration

  • Quality monitoring (Screen Capture, Voice Recording, Session recording) design and support

  • WorkForce management implementation and Supervisor web page development

  • Development and support of Real Time reporting solution on web based clients such as Genesys Pulse, CCP+, Verint Pulse

  • Design, develop and support Historical reporting infrastructure using Genesys CX Insights, Interactive Insights, DataMart

  • Design, develop and support Web, Email and post call Customer Survey and ScoreCard process

  • Monitoring and Setting up Real time alerts using Splunk

  • Implementing Contact Center integration with leading CRM suite such as Siebel and SalesForceDotCom (SFDC)

  • Custom data adaptor development to share Contact Center data with 3rd party application such as Verint and Medallia

  • Use of ETL tools such Informatica, Java and Python code to move bulk data from contact center's transactional db to aggregated centralized EDW

  • Extensive use of native sql scripting including Oracle packages, Stored Procedures to schedule and automate data movement

  • Design and develop data analytics solutions based on business adhoc needs using SAP Business Object, Information Design Tool, PowerBI, Hyperion and Cognos

  • Design and support Cloud based contact center such as Amazon’s AWS and Microsoft’s Azure

Experience

  • Bachelor’s degree in communications field required

  • 10+ years of cumulative work experience in Contact Center field working on different aspects such as implementation of Voice, Email, Chat, Social media channels, Real time and Historical Reporting, Data Analytics, WFM, Quality m onitoring etc.

  • 8+ years of experience in designing, developing, implementing and supporting Genesys reporting applications (ICON, GIM, RAA, GI2, CxInsight, CCP, Pulse)

  • 4+ years of experience in leading a technical team in the role of Tech Lead or Project Manager.

  • Experience with Production Support /Incident Tech Bridge support/daily incident and ticket support/product support

  • Experience in installing, troubleshooting, and supporting Genesys applications such as Config server, SCS, T-server, URS, email Server Java, UCS, Interaction Server, WFM, GAx.

  • Experienced as Business analyst in working with the business directly to gather requirements, prepare project plan, conduct touchpoint sessions, Manage SIT/QA/UAT and Go live.

What knowledge/Skills and Abilities are required

  • In depth knowledge of Stat Server, DataMart, ODS, CCon, ICON, GIM, RAA, GI2, CxInsight, CCP+, Pulse and WFM Genesys applications

  • Genesys certification – Genesys certified Professional (GCP) InfoMart 8 Consultant

  • WDE customization – e.g. WDE integration with Siebel and SFDC

  • Professional with ETL tools such Informatica, Java and Python code

  • Expert in the use of native sql scripting including Oracle packages, Stored Procedures to schedule and automate data movement

  • Expert in analytics tools such as SAP Business Object, Information Design Tool, PowerBI, Hyperion and Cognos

  • Ability to communicate with multi-regional and multi-cultural business groups widespread across the globe.

At Thermo Fisher Scientific, each one of our 70,000 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.

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here at https://jobs.thermofisher.com/page/show/eeo-affirmative-action-statement#accessibility for further assistance.

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here at https://jobs.thermofisher.com/page/show/eeo-affirmative-action-statement#accessibility for further assistance.

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.

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