Solution Architect – Contact Center

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

We are looking for a highly motivated individual for the position of Solution Architect to join the Contact Center product line team. 

Contact Center product line covers different generic products like call management, integration of all communication channels (voice, email, chat, case etc.), resource management as well as AI capabilities (Voice bots, Agent Assist, Knowledge Management). Contact Center team closely collaborates with other platforms like Salesforce Service Cloud, SAP and ServiceNow to ensure the end-to-end integration.

Your responsibilities include:

• Designing global platforms according to enterprise standards
• Architecture review of currently existing solutions to ensure continuous improvement
• Research, evaluation, proof of concepts and adoption of new technologies
• Designing non-functional requirements and implementation review to identify gaps between design and code
• Developing architectural strategy and roadmaps
• Seeking opportunities to create additional value and improve business processes
• Partner with the Infrastructure team, CRM teams and our engineers to ensure our technical requirements are secure
• Experience in architecting, building, maintaining, and operating enterprise-grade systems/applications

We need a passionate person who has:

• Bachelor’s degree in computer science, systems analysis or a related study, or equivalent experience
• 7+ years of relevant experience (software development, integration, architecture)
• 3+ years of hands-on experience in the following areas/technologies:
• Deep understanding of Cisco telephony & telecommunications
• Core Components of WEM: broad and good understanding of the strategic approaches and tools used to optimize workforce performance and engagement. 
• Nice to have experience:
• CCaS (Genesys / TalkDesk) system knowledge
• contact center operations – Workforce Optimization Platforms, Call Recording Technology, Integrations with third-party solution
• understanding of Workforce Engagement Management software platforms, their features, integrations capabilities, and use case 
• Integration of WEM systems with other Contact Center technologies 
• identifying inefficiencies in Contact Center operations and implementing process improvements to enhance productivity and service quality.
• Understanding the importance of customer satisfaction and how workforce management directly impacts the customer experience.
• Experience working in agile teams (e.g. SAFe/Scrum)
• Experience operating in regulated environments is a plus
• Experience with modern architecture practices, including the effective use of non functional requirements and architecture decision records
• Strong collaboration and influencing skills with a proven ability to lead and inspire
• Analytical, logical problem-resolution skills
• Experience in working in a multicultural and international environment
• Advanced English skills

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.

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