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Thermo Fisher Scientific Verint Lead/Avaya Lead/Developer in Carlsbad, California

Job Description

What will you do?

  • Provide Technical assistance to Thermo Fisher Scientific Call Center and Telecom Teams during Telephony and Call Center project planning, Configuration, Solution designing and support Project Go-Live phases

  • Interface with ThermoFisher Scientific business customer and peer IT teams to develop & analyze requirements and solution/system delivery

  • Develop process and procedures for implementation and operational support of Call Center and Verint systems

  • Delivery of Key Initiatives/Projects- Project Management, define and communicate roles, responsibilities and expectations of all team members of the project team

  • Responsible for analyzing and identifying root cause factors in Avaya, Verint & Genesys Call Center applications, service issue trends, and areas to streamline existing processes or create new processes where needed

  • Acts as an escalation point for resolving Avaya & Verint the most difficult customer issues.

  • Work under minimal supervision on multiple Enterprise Telephony Call Center projects with a wide latitude for independent judgment

  • Maintaining ownership and enforce escalation process for service delivery issue resolution and for final go/no go on installation departure

  • Track the progress of the work, maintains the Telephony, Verint & Genesys Project Metrics and Quality Metrics.

  • Prepare Scope of Work and Project Plans for Vendor & Thermo Fisher Scientific Team.

  • Recommend & Implement standard guidelines across Verint, Avaya and Genesys platform to mitigate known issues

Experience

  • Bachelor’s degree (communications desired)

  • 12-15 years of hands on working experience in Contact Center environment

  • 12-15 years of experience designing, developing and deploying Contact Center products like Avaya ACD, Verint QM and WFM

  • Experience in Integration, troubleshooting, and supporting Avaya, Genesys and Verint applications such as but not limited to Avaya Communication Manager, Avaya AES, Genesys T Server, Configuration Server, Verint Call Recorders, WorkForce Management tool, Integration Server, Forecasting and Scheduling Servers, Genesys WFM, Genesys SIP Server

  • Experience deploying, configuring and troubleshooting Avaya One-x agent, One-x communicator softphones, Verint Screen Capture, Desktop and Process Analytics, Adherence adapter

  • Good understanding of multichannel/omni-channel call center environment.

  • Genesys composer experience and knowledge on Genesys routing is an advantage.

  • 10-12 years of experience in executing the Contact Center projects

What knowledge/Skills and Abilities are required

  • Subject Matter Expert in the area of Avaya Telephony-Call Center and Verint Application products including Verint Impact 360 Quality Monitoring and Workforce Optimization Tool

  • Ability to conduct & review current Avaya Communication- Telephony, Verint & Genesys environment including Current infrastructure, Current Telephony platforms, Data network elements relevant to the solution deployment, Existing programming and configuration, Adjunct application information, planned equipment and pending orders.

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

  • Excellent verbal, written communication skills.

  • Project Management and People management skills

  • Knowledge of Network topologies and understanding of network components is an advantage

Implementations and Configuration of Genesys SIP Server, Genesys Mobile Services Server, Chat Server is a plus.

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.

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.

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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