Sr. Engineer – Network Job

Company Name: Boston Scientific

Location: New Delhi, HR, In

Job Duration: 2021-10-14 to 2021-11-13

Overview

 

In this role you will:

  • Provide operational support of Global Omni Channel Contact Center systems including:
    • Nice InContact IP Contact Center
    • Nice IEX Workforce management
    • Agent For Salesforce CTI connector
    • Global Telco networks
    • Contact Center reporting systems
  • Design and implementation of complex Omni Media contact handling strategies and scripting
  • Develop and manage integrations between Contact Center platforms and Boston Scientific corporate systems on a global, platform-wide basis, including Salesforce, Boston Scientific core and back office systems and IT and network infrastructure
  • Ensure service continuity and resolution of issues
  • Management of support processes and partners, globally
  • Act as a Subject Matter Expert and point of escalation for Telephony related issues
  • Engagement with business to capture requirements and translation into functional and technical specifications
  • Executing the telephony pipeline – Management and delivery of stakeholder requests within agreed project and operational timelines
  • Support call center reporting and analysis requests
  • Drive continuous improvement of systems and configurations globally
  • Act as a champion and advocate for the capabilities of our Contact Center Systems across Boston Scientific businesses
  • Maintain documentation
    What we are looking for?
  • Demonstrable experience and knowledge of Nice InContact and other Cloud Contact Center technologies,
    • 3+ years with or NiceInContact technologies within a Global Omni Media Contact Center environment
  • Expertise in Nice InContact Studio scripting
  • Experience of supporting and implementing Cloud IP Contact Center, ideally in a global enterprise environment
  • Experience of CRM (SalesForce) and WFM (IEX) solutions and their integration into a Cloud Contact Center environment
  • Experience with Avaya Call Center, a plus
  • Proven ability to successfully work towards SLAs and manage support processes
  • Proven ability to address complex design and operational challenges
  • Good practical knowledge and experience of international telco services
  • Experience of engagement with business stakeholders.

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