ITS Center Solution Partner

Possible locations (Berlin, Germany; Dublin, Ireland; Warsaw, Poland)
 

POSITION SUMMARY

Zoetis is a global animal health company dedicated to supporting customers and their businesses. Building on 60 years of experience, we deliver quality medicines and vaccines, complemented by diagnostic products and genetic tests and supported by a range of services. We are working every day to better understand and address the real-world challenges faced by those who raise and care for animals in ways they find truly relevant.

The ITS Contact Center Solution Partner is responsible for the design, architecture, implementation and ongoing support/maintenance of the global contact center telephony platform, primarily in the European region. This role will be part of a team that is responsible for all aspects of the infrastructure contact center solution globally. 

 

POSITION RESPONSIBILITIES

Key Responsibilities

• Lead the design, development and implementation of the Five9 contact center platform for both new implementations and changes to existing locations
• Provide day-to-day operational management of the Five9 contact center telephony platform.
• Assist with the continued strategy development and deployment for the Global Contact Center program.
• Serve as an ITS Infrastructure SME for the Zoetis contact center telephony platform(s).
• Act as an escalation point of contact for all technical related issues and ensure ownership through resolution. This includes both business contacts as well as vendors.
• In partnership with vendor(s), assist in the troubleshooting of voice/data network related issues as required.
• Partner with the Service Desk Operations lead to continue to develop and enhance level 1 support materials.
• Work as part of the Global Contact Center team to implement future contact center technologies such as chatbots and speech recognition. Deploy and manage appropriate internal and external controls to ensure delivered solutions are disaster and audit ready.
• Partner with application teams to ensure the successful integration between the Five9 technology and other applications (i.e. Salesforce.com, Service Cloud, Analytics) )
• Lead by example a culture of flexibility, how can I help?, Keep it simple.

 

Client Management

• Partner with the Business to ensure requirements are well defined, documented and understood by all responsible parties.
• Obtain a strong working knowledge of the functional capabilities and usability of the Five9 contact center application and its related integrations with other tools/applications.
• Manage outages and service interruptions including communication to contact center management and various key stakeholders.
• As needed, make contact Center visits to meet with the business to ensure operations are working ‘as designed’ and understand opportunities to improve service delivery.

 

Ongoing Systems & Service Delivery and Process Improvement

• Proactively monitor contact center operations to ensure optimal system performance against defined SLA’s.
• Manage any identified technical issues to ensure timely resolution or establish appropriate ‘work around’ solutions.
• Drive the delivery and documentation of the required supported processes..This includes all related technical specifications, design documents and call flows to be leveraged for operational support/maintenance, disaster recovery and ongoing enhancements to the system.
• Act as an innovation enabler and proactively bring forward opportunities and solutions that can drive cost effective service delivery.
• Lead the development and delivery of technical and end user training.

Drive continuous improvement through the refinement of processes which will increase the effectiveness and efficiencies of the contact center environment.

EDUCATION AND EXPERIENCE

Education:

• Bachelor’s Degree in Information Technology, Computer Science, or similar field is required

 

Experience:

• 5+ years of proven experience in contact center tools and related technologies. This includes familiarity with SaaS (Software as a Service) and cloud-based technologies.
• Recent relevant experience in telephony platforms, technologies, services and integrations with other tools is required
• Experience delivering and managing highly-available business critical services with maximum uptime requirements
• Proven track record in managing projects and budgets on aggressive timetables.
• Experience in pharmaceutical or life sciences industry is preferred.
• Experience managing strategic global IT projects
• Experience with Customer Relationship Management (CRM) tools is required.

 

Skills:

• Must be fluent in both English and German
• Display excellent verbal and written communication skills and ability to convey information to internal and external customers and to senior ITS and Business Leadership.
• Advanced proficiency with systems, including hardware and software, products, services and processes.
• Ability to work independently and manage multiple priorities in an unstructured environment.
• Clear understanding of ITS Infrastructure lifecycle (SDLC).
• Ability to manage multiple Service Providers from a technical, project and financial standpoint
• Customer focus.
• Timely decision making and problem solving skills.

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