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Job Details

Call Center Developer

Company name
Thermo Fisher Scientific Inc.

Location
Carlsbad, CA

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Job Description

We are looking for someone with extensive experience in a large call center environment. Must be able to respond to DR and outage situations in timely and knowledgeable manner. Must be able to quickly assimilate to the Thermo Fisher Scientific environment. Candidate must have in-depth knowledge of Genesys call center applications Responsibilities

This position to support Call center applications and our business users in call centers around the globe. The responsible person will work in coordination with the rest of the Call Center team in Carlsbad USA, Pittsburgh USA, TDC India and the local Telecom and Infrastructure teams in all locations.

Essential Functions

Maintain Genesys applications in perfect working order,

Anticipate and avoid failures and breakdowns,

Add, Change, Delete phone extension and user configurations in Avaya, Genesys and Verint as needed.

Resolve issues faced by users in time to maintain SLA

Participate in Telecom / Genesys projects

Travel to Call Center and Business locations as required

Will be required to perform other related duties as required and/or assigned

Requirements (Must Have)

Requires a minimum of 5 years of relevant experience in a Call Center environment using Genesys call center applications with Avaya

phone switches.

Must be familiar with Genesys application version 8.x with expertise on at least three of the following

Genesys Administrator, Configuration Manager, Solution control Interface, GAX and Pulse,

Infomart and Interactive Intelligence,

Genesys Multimedia applications such as Interaction Server, Contact Server, Email Server, Chat Server

Interaction Routing (Voice and Multimedia)

Workspace Desktop Edition

Genesys WFM

Requirements (Desired)

Avaya Call Routing and Avaya Vectoring

Avaya Site Administration tool, CMS Supervisor, One-X communicator

Exposure to Avaya EMC applications

Verint Call Recording and WFM applications

Integration to SalesForce.Com and other CRM systems

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Company info

Thermo Fisher Scientific Inc.
Website : http://www.thermofisher.com

Company Profile
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $17 billion and 50,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Our four premier brands - Thermo Scientific, Life Technologies, Fisher Scientific and Unity Lab Services - offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.

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