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/
 

Primary accountabilities:

Telephony System and Contact Center administration and monitoringCoordinate with the Global IT Service Desk to effectively resolve LAN/WAN/Telephony issues within our predefined service levelsMaintain and administer user and telephone accounts according to our standard operating proceduresUse Genesys Cloud to monitor and maintain maximum system performance levelsStay 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 areaExperience with Genesys Cloud administration and end-user operational supportExperience in network communication and/or telecommunications systemsOr 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 skillsProven ability to tackle sophisticated system and technical problemsAbility to multi task and pay close attention to detailPositive demeanor with a dedication to a high quality of workDemonstrate a proficiency and passion to learn new technical skillsUnderstands fundamentals of the following technologies: LAN/WAN, TCP/IP, VOIP, SIP, and Cisco Call ManagerSolid understanding with systems in use at PPD or within the CRO/Pharmaceutical industry