Solution Architect

hace 3 días

Barcelona, Barcelona, España F. Hoffmann-La Roche A tiempo completo
About the Role

We are seeking a highly motivated and experienced Solution Architect to join our Contact Center product line team at Roche.

The Contact Center team is responsible for designing and implementing global platforms that meet enterprise standards. As a Solution Architect, you will play a key role in ensuring the success of our Contact Center operations.

Key Responsibilities
  • 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
  • Partnering with the Infrastructure team, CRM teams and our engineers to ensure our technical requirements are secure
Requirements
  • 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
Preferred Qualifications
  • CCaS (Genesys / TalkDesk) system knowledge
  • Contact center operations - Workforce Optimization Platforms, Call Recording Technology, Integrations with third-party solutions
  • 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
About Roche

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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