Senior Voice Specialist

Senior Voice Specialist

Roche Diagnostics Operations, Inc. seeks a Senior Voice Specialist at its Indianapolis, IN location.

Duties: Within global pharmaceutical and medical diagnostics company, act as member of the North America Voice Services (NAVS) team to support regional Cisco telephony infrastructure and networks utilized by enterprise users and Contact Center agents across 35 company locations in North America. Coordinate with multiple end users and Information Technology partners for all Internet Protocol Telephony (IPT) and Contact Center solutions related to telephony network operations, maintenance, repairs, and upgrades. Gather and document business requirements and translate them into technical specifications. Design and implement telephony infrastructure networks and ensure capacity needs for telephony infrastructure are met. Monitor system health, perform upgrades and provide advanced level troubleshooting. Evaluate complex scenarios with multiple factors, assess risks, and develop disaster recovery plans. Evaluate emerging technologies within the Internet Protocol Telephone (IPT) and recommend network and data communications hardware and software for Contact Center domains. Exercise judgement and make recommendations to senior stakeholders related to solutions for network problems and security measures. May telecommute up to 2 days per week.

Education and experience required: Bachelor's degree in Information Technology or related field and 2 years of experience supporting Internet Protocol Telephony network operations.

Alternative education and experience required: 4 years of experience in position supporting Internet Protocol Telephony network operations.

Special Requirements: Must have minimum of 2 years' experience with each of the following

• Working with Internet Protocol Call Center solutions and Voice-over IP (VOIP) networks;
• Developing, deploying and maintaining call flow applications in Cisco Unified Contact Center Enterprise (UCCE) and configuring Cisco Unified Intelligence Center (CUIC) to support call center operations;
• Configuring and supporting Bucher+Suter Connects packages;
• Using SQL, Python programming and API to support call center systems; and
• Collaborating with business stakeholders to provide technical solutions to enhance customer experience and optimize call center operations.

May telecommute up to 2 days per week.

Worksite: 9115 Hague Road, Indianapolis, IN 46256

The expected annual salary range for this position based on the primary location for this position of Indianapolis, Indiana is $120,453 to $160,600 per year. Actual pay within the range will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.