Job Description
JOB DESCRIPTION
In this position you will, "Provide responsive support and innovative technology solutions, to enhance operational efficiency and our ability to drive incremental value for our clients" You will be part of a team whose main focus is maintaining operational stability of our Genesys Cloud CX environment, and providing hands on support to our front line call center operations staff. This team drives all new program implementations & adjustments and is the technical engine room that powers the services provided by the PPD - Medical Communications Department! To learn more about this department please visit our website: https://www.ppd.com/our-solutions/clinical/peri-and-post-approval/medical-communications/
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Primary accountabilities:
- Telephony System and Contact Center administration and monitoring
- Coordinate with the Global IT Service Desk to effectively resolve LAN/WAN/Telephony issues within our predefined service levels
- Maintain and administer user and telephone accounts according to our standard operating procedures
- Use Genesys Cloud to monitor and maintain maximum system performance levels
- Stay ahead of new Genesys Cloud CX system features, and recommend future solutions to our Innovation Lab.
Job Qualification
- Bachelor's degree in Computer Science or related area
- Experience with Genesys Cloud administration and end-user operational support
- Experience in network communication and/or telecommunications systems
- Or equivalent combination of education, training, and experience that provide the individual with the required knowledge, skills, and abilities
Knowledge, skills and abilities:
We are looking for a strong standout candidate that is able to complement our current development team, inspire change and build trust with key business partners.
- Business focused approach with strong communication skills
- Proven ability to tackle sophisticated system and technical problems
- Ability to multi task and pay close attention to detail
- Positive demeanor with a dedication to a high quality of work
- Demonstrate a proficiency and passion to learn new technical skills
- Understands fundamentals of the following technologies: LAN/WAN, TCP/IP, VOIP, SIP, and Cisco Call Manager
- Solid understanding with systems in use at PPD or within the CRO/Pharmaceutical industry