About Thermo Fisher Scientific
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of more than $20 billion and approximately 65,000 employees globally. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity. Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services.
This position supports Call center applications and our business users in call centers around the globe. The responsible person will work in coordination with the rest of the Call Center team in Carlsbad USA, Pittsburgh USA, TDC India, Tijuana, Mexico and the local Telecom and Infrastructure teams in all locations.
Maintain Call Center applications (Verint and Avaya) in perfect working order,
Anticipate and avoid failures and breakdowns,
Add, Change, Delete phone extension and user configurations in Avaya and Verint as needed.
Resolve issues faced by users in time to maintain SLA
Participate in Telecom / Verint projects
Travel to Call Center and Business locations if required
Will be expected to perform other related duties as required and/or assigned
Requirements (Must Have)
Requires a minimum of 5 years of relevant experience in a Call Center environment using Verint Quality Monitoring and WFM with Avaya phone switches
Must be familiar with Verint application version 15.x with expertise on
Verint QM, WFM, DPA
Verint System configuration
Verint Trouble shooting
Avaya Call Routing, vectors, Stations, VDNs etc
Avaya system configuration
Genesys Call Center applications version 8.5x
Avaya EMC applications
Integration to SalesForce.Com and other CRM systems