Unified Communications Professional III Date: Oct 6, 2025 Location: Bangalore, India, 560064 Company: Teva Pharmaceuticals Job Id: 64236 **Who we are** Teva Pharmaceutical Industries Ltd. (NYSE and TASE: TEVA) is a global leader in generic medicines, with innovative treatments in select areas, including CNS, pain and respiratory. We deliver high-quality generic products and medicines in nearly every therapeutic area to address unmet patient needs. We have an established presence in generics, specialty, OTC and API, building on more than a century-old legacy, with a fully integrated R&D function, strong operational base and global infrastructure and scale. We strive to act in a socially and environmentally responsible way. Headquartered in Israel, with production and research facilities around the globe, we employ 45,000 professionals, committed to improving the lives of millions of patients. **The opportunity** Unified Communications (UC) professional infrastructure to develop, support and maintain Avaya & Cloud Contact Centers & Telephony technology. **How you’ll spend your day** • Ensure that all Unified Communications services are delivered to business with the right service levels. • Establish processes/procedures around the contact centre & telephony. • Implement continuous performance measurement of UC to identify, prioritize, initiate and manage services. • Coordinates with and enables the IT services operational and support teams to perform pre-defined standard changes after testing it in the environment. • Develop and maintain overall Contact Centers worldwide to support the organization’s business strategy. • Maintain complete documentation of Contact Center. • Capacity planning Positional Objectives • Owning and managing global UC infrastructure and identifying improvement opportunities • Ability to Work with all BU’s • Mentor and coach Team members • Leading Operational activities Telephony and Contact • Owning the relationships with the global/local providers and ensuring that all SLAs are met. • On an ongoing basis, examine current operational processes to identify and suggest potential operational improvements that will positively impact productivity, service, and safety, environmental and cost performance. • Key Metrics (KPI's): Service satisfaction Infrastructure component availability/response time Project deployment time effectiveness **Your experience and qualifications** • Minimum 5+ years of experience related to Avaya Contact Center: AACC, EMC, CMS, WFO and CRM integrations. • Engineering and implementing all or some of the following Contact Center modules: skilled based routing, universal queuing, intelligent callback, click to call/click to chat, self-service/IVR applications, cradle to grave reporting, and real-time dashboards. • Engineering and implementing all or some of the following Quality Monitoring modules: voice analytics, VoIP recording, screen-capture, Scheduling/Workforce Management • In-depth knowledge of call flow creation logic and migrations from legacy contact center solutions. • Proven experience in capturing, documenting, and supporting end users’ requests, as well as working as a key element bridging the needs of the business with IT capabilities • Current and familiarized with current Contact Center trends and evolution, including NPS, CSAT scoring, FCR, etc. • Demonstrated ability to utilize Contact Center management tools, assuring performance, and interfacing with vendors • Thorough understanding Avaya Contact Center solutions, e.g., Avaya Aura orchestration designer. • Understand product and software life cycle and capacity planning for Contact Center applications • Strong verbal and written English communication skill Accountability • Accountable for all UC Contact Center and Telephony systems. • Accountable to the implementation, testing and administration of Telephony and Contact Center systems platforms. • Review the feasibility of Telephony Contact Centers. Decision Making Authority • Following priorities across the team based on business requirements • Secure knowledge level of workforce is up to standard. • Adhere to and promote relevant Infrastructure policies and procedures. **Job Code** 1991 **Job Grade** J11 **Reports To** Assoc Dir IT Operations EOE including disability/veteran