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

Biomerieux; Craponne; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

Une entreprise familiale mondiale et pionnière recherche un Responsable de Solution de Centre de Contact Voix pour renforcer son équipe internationale. Dans ce rôle, vous collaborerez avec des experts aux États-Unis et en France pour développer des solutions de centre de contact à l'échelle mondiale. Vous serez chargé de garantir une expérience utilisateur exceptionnelle en comprenant les besoins des différentes unités commerciales et en fournissant la formation nécessaire. Rejoindre cette entreprise dynamique vous permettra de vivre une expérience de travail inspirante et stimulante dans un environnement en constante évolution.

Qualifications

• 3-5 ans d'expérience dans la gestion de solutions de centre de contact.
• Connaissance des techniques de gestion de projet et des processus ITIL.

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

Compétences analytiques

Résolution de problèmes

Conception ACD et IVR

Gestion d'API

Formation

Licence en informatique ou domaine technique

Outils

Nice CXOne

Cisco Jabber

Microsoft Teams

WebRTC

SBCaaS

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).

• As part of a small but multi-national Voice team, you will be bringing 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.
• You will need to be focused on delivery and making sure the solution is a great experience for all users.
• 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.
• Together with your global colleagues, you will help shape our vision, roadmap and the evolution of our Voice systems, plus how they are made available to ensure the best possible experience.

Who are you?

• Bachelor's degree in IT or a technical field
• Accomplished (3-5 years) in the management of a Contact Center solution (ideally with significant experience of Nice CXOne)
• Proven skills in ACD and IVR design, configuration and call scripting
• Excellent Analytical and Problem-Solving skills
• Knowledge of interfacing between solutions (including API management)
• Practical experience of Call Manager solutions (e.g. Cisco Jabber or Microsoft Teams)
• Experience with technologies and solutions such as WebRTC, SBCaaS and SalesForce
• At ease working and coordinating across a multi-channel environment with other teams (Business Analysts, support teams, vendors, security...)
• 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.