Senior Engineer - Contact Center and IP Telephony

1609 Roche Farma, S.A.; Madrid; On-site; EUR 55,000 - 90,000; Full time

Job summary

Roche is hiring a Contact Center Engineer to design, implement, and optimize Contact Center and IPT solutions. You will work with Genesys, Talkdesk, and UCCE SBCs, ensuring secure, scalable, and compliant deployments across the organization.

You will collaborate with analysts and developers to deliver robust contact center platforms, participate in PoCs, and guide teams while promoting continuous improvement. Fluency in English is required.

Qualifications

• Bachelor's degree in computer science or related field, or equivalent experience.
• 3+ years of experience in the Contact Center technology area.
• Experience with CCaaS platforms (Genesys, Talkdesk) and UCCE SBCs.
• Proficiency in Python, JavaScript, REST APIs, Git.
• Strong English communication; Agile/SCRUM mindset.

Responsibilities

• Design, build, test, and implement Contact Center and IPT solutions, ensuring robustness and reliability.
• Standardize Contact Center and IPT components.
• Lead and contribute to the design and architecture of end-to-end Contact Center solutions.
• Ensure designs adhere to Roche's Security, Quality and Regulatory standards.
• Provide third-level technical support and manage escalations.
• Lead and guide technical teams to ensure successful activities.
• Conduct training sessions and ongoing user support for Contact Center tools.
• Collaborate with cross-functional teams to ensure seamless integration and operation.

Skills

Cisco UCCE

SBCs

CCaaS (Genesys, Talkdesk)

Genesys

Talkdesk

WEM

Conversational AI

Python

JavaScript

Git

REST APIs

Agile/SCRUM

Regulated environments

Education

Bachelor's degree in computer science, systems analysis or related field

Tools

Python

JavaScript

Git

REST APIs

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position You will join the Product Development, Integration and Engineering chapter, which aims to build excellence and mastery in innovative software product development capabilities. We provide all software development and integration expertise and technology leadership required across multiple business and foundational teams to leverage technology for improved patient outcomes. It provides rapid prototyping techniques, technology consulting, and advisory to solve particular software solution problems. You will develop, maintain, and optimize contact center systems and integrations as a Contact Center Engineer. You will work closely with business analysts, developers, and other stakeholders to design and implement solutions that meet the organization's needs. You will also ensure that contact center applications are stable, scalable, and secure. In addition, you will design, evaluate, and modify contact center platforms and associated modules to solve business problems and support research, development, engineering, or administrative/business efforts. Analyze existing contact center modules and integrations, formulate logic for additional stability, and develop new integrations and modules. Devise logical procedures, prepare flowcharts, perform coding tasks, and test/debug programs. Provide input for the documentation of new or existing needs. Determine input/output processes and develop working parameters for hardware/software compatibility. Contribute to policies, procedures, expansion strategies, and product evaluation decisions. You may also provide work leadership by assigning tasks and resolving problems.

Job Responsibilities

• Design, build, test, and implement Contact Center and IP Telephony (IPT) solutions, ensuring robustness and reliability.
• Standardize Contact Center and IPT components.
• Lead and contribute to the design and architecture of comprehensive, end-to-end Contact Center solutions, ensuring alignment with business requirements and technical standards.
• Ensure that the Contact Center designs adhere to the Roche's Security, Quality and Regulatory standards.
• Provide third-level technical support, responding effectively to critical incidents and managing escalations.
• Lead and guide technical teams to ensure the success of technical activities.
• Conduct training sessions and offer ongoing support to end-users of Contact Center tools.
• Engage in paid on-call shifts to provide timely support as needed together with our Manage Service Providers. These shifts include one week per month.
• Lead and contribute to the evaluation of new solutions through Proofs of Concept (PoCs), identifying potential benefits and challenges.
• Produce and maintain comprehensive documentation for Contact Center designs, including knowledge transfers and standardized component documentation.
• Advise, influence, and collaborate with Contact Center Product Managers to align solutions with business strategies and priorities.
• Provide expert consultancy on best practices to maximize and leverage the capabilities of the Contact Center technologies.
• Promote and implement a continuous improvement culture within the team, fostering an environment of collaboration and excellence.
• Work closely with cross-functional teams, including infrastructure and CRM teams, to ensure seamless integration and operation of Contact Center solutions.
• Stay current with emerging technologies and trends in Contact Center and IPT solutions, driving continuous innovation and improvement.

Qualification

• Bachelor's degree in computer science, systems analysis or a related study, or equivalent experience.
• 3+ years of experience in the Contact Center technology area.
• Technical Skills Experience in the following areas/technologies: Cisco Unified Contact Center Enterprise (UCCE) Session Border Controllers (SBCs) Contact Center as a Service (CCaaS) platforms, particularly Genesys and Talkdesk. Workforce Engagement Management (WEM) solutions (Call Recording, Quality Management, Interaction Analytics).
• Conversational AI (Virtual Agents, Agent Assistants, LLMs).
• Experience with Python, JavaScript, Git and REST APIs.
• Lives the Agile / SCRUM methodology and mindset.
• Experience in regulated environments and modern architecture practices is advantageous.

Additonal Skills

• Possesses a combination of analytical thinking, hands-on problem solving, and a customer-service mindset.
• Is capable of out-of-the-box thinking paired with the view of the “Big Picture” to "connect the dots".
• Can challenge requirements in a constructive way to contribute to the goal of reducing maintenance efforts and ensuring upgradability by keeping complexity and customization to a minimum.
• Is passionate about learning, sharing, and further developing “best practices” and embed it as “next practice” to achieve greater impact.
• Able to convey complex technical concepts to non-technical stakeholders effectively.
• Strong written and verbal communication skills in English.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact. Let’s build a healthier future, together. Roche is an Equal Opportunity Employer. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.