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Job Description
JOB DESCRIPTION
At Thermo Fisher Scientific, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life - enabling our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond through research, development and delivery of life-changing therapies. With clinical trials conducted in 100+ countries and ongoing development of novel frameworks for clinical research through our PPD clinical research portfolio, our work spans laboratory, digital and decentralized clinical trial services. Your determination to deliver quality and accuracy will improve health outcomes that people and communities depend on – now and in the future.
In this position you will, " Provide responsive support and innovative technology solutions, to enhance operational efficiency and our ability to drive incremental value for our clients " You will be part of a team whose main focus is maintaining operational stability of our Genesys Cloud CX environment and providing hands on support to our front-line call center operations staff. This team drives all new program implementations & adjustments and is the technical engine room that powers the services provided by the PPD - Medical Communications Department! To learn more about this department please visit our website: https://www.ppd.com/our-solutions/clinical/peri-and-post-approval/medical-communications/
Primary accountabilities:
Telephony System and Contact Center administration and monitoring
Coordinate with the Global IT Service Desk to effectively resolve LAN/WAN/Telephony issues within our predefined service levels
Maintain and administer user and telephone accounts according to our standard operating procedures
Use Genesys Cloud to monitor and maintain maximum system performance levels
Stay ahead of new Genesys Cloud CX system features, and recommend future solutions to our Innovation Lab.
Job Qualification
Bachelor's degree in computer science or related area
Experience with Genesys Cloud administration and end-user operational support
Experience in network communication and/or telecommunications systems
Or equivalent combination of education, training, and experience that provide the individual with the required knowledge, skills, and abilities
Knowledge, skills and abilities:
We are looking for a strong standout candidate that is able to complement our current development team, inspire change and build trust with key business partners.
Business focused approach with strong communication skills
Proven ability to tackle sophisticated system and technical problems
Ability to multi task and pay close attention to detail
Positive demeanor with a dedication to a high quality of work
Demonstrate a proficiency and passion to learn new technical skills
Understands fundamentals of the following technologies: LAN/WAN, TCP/IP, VOIP, SIP, and Cisco Call Manager
Solid understanding with systems in use at PPD or within the CRO/Pharmaceutical industry
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory with PPD, part of Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
PPD is a leading global contract research organization providing comprehensive, integrated drug development, laboratory and lifecycle management services. At PPD, we are passionate, deliberate, and driven by our purpose- to improve health!
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.