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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Medical / Healthcare |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
256771BRService Operations Expert Contact CenterJob DescriptionResponsible for Novartis corporate Contact Center infrastructure , leads operation of all Contact Center - related infrastructure services. Supports architecture , engineering and Service Operations Manager Telephony in developing and implementing Contact Center solutions needed by the business. Contact Center technology is mission critical within Novartis for providing centralized access for internal and external users to support organizations , such as NBS services (HR , IT , Finance , Procurement) , Sales & Marketing , Order Taking , Patient Safety etc. Services are offered globally to all Novartis countries and sites , via cloud - based solutions from external vendors.Support Novartis business initiatives requiring Contact Center as a solution component Define services , service levels and support needs. Drives service cost efficiencies. Support Architecture and Engineering in developing corporate Contact Center strategy and executes to the strategy Key innovation responsibility develop and deliver Contact Center services to keep Novartis competitive Communicate regularly on Contact Center topics to IT executive management and contact center customers / community Ensure Contact Center solutions adhere to regulatory and legal business requirements Identify opportunities for continual improvement of the services; and actively participate in service reviews (internal and external). Monitor the Service and related interfaces (e.g. to underpinning Services) and coordinate efforts to improve it. Ensure that the ongoing service delivery and support meet agreed customer requirements. Represent the services across the Novartis businesses and IT functions; provide input concerning changes to the service; and serve as the key stakeholder in processes that enable or support the service. Provide consultancy to internal customers during design and implementation of new contact center instances. Act as subject matter expert for the integration of customer interaction systems and the Contact Center infrastructure.Minimum requirementsBachelor s degree required , with strong preference in Computer Science , other Science , Technology , Engineering or Mathematics. Business fluent in English (written and spoken) 5+ years of professional IT experience 3+ years working with Contact Center technology (Cisco preferred) including networking and telecommunications engineering , telephony systems , contact center operations , vendor and service management and security Working knowledge of unified messaging , ACD and IVR systems , integration to CRM packages , workforce management , quality management , contact center reporting , voice recording CCNA , CCNP or CCDP certification preferredDivisionNBS Business UnitIT NBS CountryIndia Work LocationHyderabad , AP Company / Legal EntityNov Hltcr Shared Services IndFunctional AreaInformation Technology Job TypeFull TimeEmployment TypeRegular ,
Keyskills :
strategicplanningcustomerinteractionatebusinessmarketingcontactcentersalesompetitivecustomerssalesmarketing