Job Description

Who we are
Teva Pharmaceutical Industries Ltd. (NYSE and TASE: TEVA) is a global leader in generic medicines, with innovative treatments in select areas, including CNS, pain and respiratory. We deliver high-quality generic products and medicines in nearly every therapeutic area to address unmet patient needs. We have an established presence in generics, specialty, OTC and API, building on more than a century-old legacy, with a fully integrated R&D function, strong operational base and global infrastructure and scale. We strive to act in a socially and environmentally responsible way. Headquartered in Israel, with production and research facilities around the globe, we employ 45,000 professionals, committed to improving the lives of millions of patients.
The opportunity
Unified Communications (UC) professional infrastructure to develop, support and maintain Avaya & Cloud Contact Centers & Telephony technology.
How you'll spend your day

• Ensure that all Unified Communications services are delivered to business with the right service levels.
• Establish processes/procedures around the contact centre & telephony.
• Implement continuous performance measurement of UC to identify, prioritize, initiate and manage services.
• Coordinates with and enables the IT services operational and support teams to perform pre-defined standard changes after testing it in the environment.
• Develop and maintain overall Contact Centers worldwide to support the organization's business strategy.
• Maintain complete documentation of Contact Center.
• Capacity planning

Positional Objectives

• Owning and managing global UC infrastructure and identifying improvement opportunities
• Ability to Work with all BU's
• Mentor and coach Team members
• Leading Operational activities Telephony and Contact
• Owning the relationships with the global/local providers and ensuring that all SLAs are met.
• On an ongoing basis, examine current operational processes to identify and suggest potential operational improvements that will positively impact productivity, service, and safety, environmental and cost performance.
• Key Metrics (KPI's):

Service satisfaction
Infrastructure component availability/response time
Project deployment time effectiveness
Your experience and qualifications

• Minimum 5+ years of experience related to Avaya Contact Center: AACC, EMC, CMS, WFO and CRM integrations.
• Engineering and implementing all or some of the following Contact Center modules: skilled based routing, universal queuing, intelligent callback, click to call/click to chat, self-service/IVR applications, cradle to grave reporting, and real-time dashboards.
• Engineering and implementing all or some of the following Quality Monitoring modules: voice analytics, VoIP recording, screen-capture, Scheduling/Workforce Management
• In-depth knowledge of call flow creation logic and migrations from legacy contact center solutions.
• Proven experience in capturing, documenting, and supporting end users' requests, as well as working as a key element bridging the needs of the business with IT capabilities
• Current and familiarized with current Contact Center trends and evolution, including NPS, CSAT scoring, FCR, etc.
• Demonstrated ability to utilize Contact Center management tools, assuring performance, and interfacing with vendors
• Thorough understanding Avaya Contact Center solutions, e.g., Avaya Aura orchestration designer.
• Understand product and software life cycle and capacity planning for Contact Center applications
• Strong verbal and written English communication skill

Accountability

• Accountable for all UC Contact Center and Telephony systems.
• Accountable to the implementation, testing and administration of Telephony and Contact Center systems platforms.
• Review the feasibility of Telephony Contact Centers.

Decision Making Authority

• Following priorities across the team based on business requirements
• Secure knowledge level of workforce is up to standard.
• Adhere to and promote relevant Infrastructure policies and procedures.

Job Code
1991
Job Grade
J11
Reports To
Assoc Dir IT Operations

Skills Required