Genesys Call Center Platform Owner

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Job Description
At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the needs of patients, our people, and the planet.
As our Genesys Call Center Platform Owner Platform, you are expected to have advanced technical knowledge of Genesys Cloud Call Center. You will be accountable as Genesys Platform Owner to develop a robust strategy for the call center platform that serves the unique needs of Takeda Business Units. Even you are supporting the Genesys operations Team and the entire administration of Takeda Call Center Platform.
You will also manage, maintain, and optimize the Meeting and Real-Time Communications environment to ensure its efficiency and effectiveness.
Responsibilities

• Strategic Platform Management: Developing a robust strategy for the call center platform that serves the unique needs of Takeda Business Unites.
• Ensure superior customer service for all existing and potential new Takeda Call Center users
• Strengthen relationships with stakeholders and gather feedback to enhance platform performance.
• Serve as the main interface between end users and technical teams.
• Maintain high standards of performance, reliability, and scalability of the platform.
• Collaborate with stakeholders to integrate new technologies and improve platform functionality
• Manage the global Genesys Cloud Platform and ensure connectivity and configuration to meet business requirements.
• Managing of the global Service Provider
• ITSM Incident, Request and Change Management tracking and escalation contact.
• Monitor system health and performance and make recommendations for configuration improvements to optimize Meeting and Real-Time Communications usage.
• Demand management

Required Skills & Qualifications

• Knowledge of Enterprise, Solution, Platform, and Data Architecture Standards.
• Knowledge of ITSM incident, request, and change management processes and tools.
• Experience with designing, developing, and testing Genesys Call Center Technologies
• Knowledge of Telecommunications Provider Services
• Excellent leadership and communication skills.

Required Certifications

• Genesys Cloud CX Professional Certification
• Genesys Cloud CX: Developer Certification

Takeda Compensation and Benefits Summary
We understand compensation is an important factor as you consider the next step in your career. We are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices.
For Location:
Cambridge, MA
U.S. Base Salary Range:
108,500.00 - 170,500.00
The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.
U.S. based employees may be eligible for short-term and/ or long-term incentives. U.S. based employees may be eligible to participate in medical, dental, vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, a tuition reimbursement program, paid volunteer time off, company holidays, and well-being benefits, among others. U.S. based employees are also eligible to receive, per calendar year, up to 80 hours of sick time, and new hires are eligible to accrue up to 120 hours of paid vacation.
EEO Statement
Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.
Locations
Cambridge, MA
Worker Type
Employee
Worker Sub-Type
Regular
Time Type
Full time
Job Exempt
Yes