Voice Contact Center Solution Manager (EMEA) F/M/ND

bioMérieux; Craponne; Sur place; EUR 45 000 - 85 000; Plein temps

Résumé du poste

Une entreprise familiale mondiale, leader dans le domaine du diagnostic in vitro, recherche un Responsable de Solution de Centre de Contact. Ce rôle clé au sein de l'équipe Voix implique la gestion de solutions de centre de contact pour la région EMEA, en collaboration avec des experts aux États-Unis et en France. Vous serez responsable de la conception et de la mise en œuvre de solutions adaptées aux besoins des utilisateurs, tout en assurant leur formation et adoption. Rejoignez une entreprise innovante où votre expertise contribuera à améliorer la sécurité et la qualité des produits dans les industries agroalimentaire, pharmaceutique et cosmétique.

Qualifications

• 3-5 ans d'expérience dans la gestion de solutions de centre de contact.
• Compétences prouvées en conception ACD et IVR, configuration et scripting d'appels.

Responsabilités

• Gérer les solutions de centre de contact pour la région EMEA.
• Documenter les besoins des unités commerciales et les mapper à une solution technique.

Connaissances

Gestion de solutions de centre de contact

Conception et configuration ACD et IVR

Compétences analytiques et résolution de problèmes

Gestion d'API

Expérience avec Call Manager (Cisco Jabber, Microsoft Teams)

WebRTC

SBCaaS

SalesForce

Techniques de gestion de projet

Processus ITIL

Formation

Licence en informatique ou domaine technique

Outils

Nice CXOne

Cisco Jabber

Microsoft Teams

SalesForce

Description du poste

A world leader in the field of in vitro diagnostics for more than 60 years, bioMérieux provides diagnostic solutions intended for clinical and industrial applications, which determine the origin of a disease or a contamination to improve the health of patients and ensure consumer safety.

Our Industrial Microbiology Unit brings together more than 900 employees around the world. Our mission is to provide the agri-food, pharmaceutical and cosmetic industries with microbiology control solutions to improve product safety and quality.

Come and join a family-owned global company with a long-term vision, and a human-centered culture.

We are looking to reinforce our international Voice team with a Voice Contact Center Solution Manager who will work and grow within the Information Systems department and will report to the Connectivity Director (EMEA).

What will be your mission at bioMérieux?

1. As part of a small but multi-national Voice team, you will bring expertise in managing Contact Center solutions to the EMEA region, working with our existing experts in the US and France to expand this technology around the world.
2. You will need to be focused on delivery and ensuring the solution provides a great experience for all users.
3. This will involve understanding how the different business units operate and how they will best be served by a Contact Center solution, documenting their needs and mapping these to a technical solution. Equally important is ensuring users have the relevant training and documentation to drive their adoption of the solution.
4. Together with your global colleagues, you will help shape our vision, roadmap, and the evolution of our Voice systems, ensuring the best possible experience.

Who are you?

1. Bachelor’s degree in IT or a technical field
2. Accomplished (3-5 years) in the management of a Contact Center solution (ideally with significant experience of Nice CXOne)
3. Proven skills in ACD and IVR design, configuration, and call scripting
4. Excellent analytical and problem-solving skills
5. Knowledge of interfacing between solutions (including API management)
6. Practical experience of Call Manager solutions (e.g., Cisco Jabber or Microsoft Teams)
7. Experience with technologies and solutions such as WebRTC, SBCaaS, and SalesForce
8. At ease working and coordinating across a multi-channel environment with other teams (Business Analysts, support teams, vendors, security...)
9. Familiarity with both Project Management techniques and ITIL processes

Working at bioMérieux means being involved long term with a pioneering, visionary and constantly growing company that allows its employees to live a stimulating and inspiring experience in a fulfilling work environment.

Our internal mobility policy offers numerous opportunities for each of our 13,000 employees to blossom throughout their career, while respecting each employee’s individual talents as well as their personal and professional development.

At bioMérieux, over 200 professions - both scientific and non-scientific - offer our employees the opportunity to broaden their fields of expertise and develop cross-functional careers. We provide a rewarding experience in an international company that brings together talents from diverse backgrounds, thus fostering a daily aspiration to go beyond the limits.

Helping improve public health around the world: our mission gives purpose to every profession practiced within the company.

bioMérieux is an Equal Opportunity, Affirmative Action Employer. M/F/Vet/Disability/Sexual Orientation/Gender Identity/GINA.