88-50101810 Senior Voice Specialist

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

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 

1. Working with Internet Protocol Call Center solutions and Voice-over IP (VOIP) networks; 

2. 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; 

3. Configuring and supporting Bucher+Suter Connects packages; 

4. Using SQL, Python programming and API to support call center systems; and 

5. 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 $116,472 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.

Benefits (https://roche.ehr.com/default.ashx?CLASSNAME=splash)  

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

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