23 hours ago
Madrid, SpainSenior
Responsibilities
- Design, build, test, implement, and standardize Contact Center and IP Telephony solutions.
- Lead the architecture and design of comprehensive, end-to-end contact center solutions aligned with business and technical requirements.
- Develop, maintain, and optimize contact center applications, modules, integrations, and compatibility between hardware and software.
- Ensure solutions meet Roche security, quality, and regulatory standards.
- Provide third-level technical support, manage critical incidents, and handle escalations.
- Lead and guide technical teams, assign tasks, and resolve technical problems.
- Evaluate new solutions through proofs of concept and drive continuous improvement.
- Conduct end-user training and provide ongoing support for contact center tools.
- Produce and maintain solution documentation, knowledge transfers, and standardized component documentation.
- Collaborate with product managers, infrastructure teams, CRM teams, developers, business analysts, and managed service providers.
- Provide expert consultation on contact center technology best practices and support innovation.
- Participate in paid on-call shifts one week per month.
Requirements
- Bachelor's degree in computer science, systems analysis, or a related field, or equivalent experience.
- At least 3 years of experience in the contact center technology area.
- Experience with Cisco Unified Contact Center Enterprise, Session Border Controllers, Contact Center as a Service platforms, Genesys, and Talkdesk.
- Experience with Workforce Engagement Management solutions, including call recording, quality management, and interaction analytics.
- Experience with conversational AI, virtual agents, agent assistants, and large language models.
- Experience with Python, JavaScript, Git, and REST APIs.
- Experience in regulated environments and modern architecture practices is advantageous.
- Strong analytical, hands-on problem-solving, communication, customer-service, and stakeholder collaboration skills.
- Ability to explain complex technical concepts to nontechnical stakeholders and communicate effectively in English.
Benefits
- Paid on-call shifts are scheduled for one week per month.
- The role offers opportunities to work on global healthcare technology solutions in a collaborative, cross-functional environment.
- Roche is an equal opportunity employer.
Tech Stack
Categories
About Roche
Roche is a Swiss healthcare company that develops and sells prescription pharmaceuticals and in vitro diagnostic systems for hospitals, laboratories, and clinicians. Its business spans two core divisions—Pharmaceuticals and Diagnostics—with strengths in oncology, immunology, neuroscience, infectious diseases, and diabetes care. Founded in 1896 and headquartered in Basel, Switzerland, Roche also advances personalized healthcare by pairing therapies with companion diagnostics.