SYSTEM ANALYST WITH CALL CENTER EXPERIENCE
FREMONT, CA

HYBRID, 3 days Onsite.
TOP 3 Must Haves:

• Sales force service cloud.
• Voice over IP experience (ideally Genesys).
• Exp with both in the call center room (Call center environment)

with the below skills, to function as an onsite Salesforce Service Cloud and Genesys Cloud resource for our colleagues in PSP/PCCC (Patient Centric Call Center).

Project Description:

• Running monthly change advisory board meetings to publicize/report on system health and incident/problem/change flow.
• Ensuring system documentation is kept up to date including requirements, risk assessments, etc.
• Providing functional and technical guidance to LoB on how to deliver new capabilities using Genesys and Salesforce .
• It's expected this person will be single point of contact for Genesys and Salesforce Service Cloud to set and prioritize roadmap for both Genesys and Salesforce Service Cloud and managing offshore development resources to accomplish tasks.

Required Skills:

• Sales force service cloud .
• Voice over IP experience (ideally Genesys) .
• Exp with both in the call center room (Call center environment) with the below skills, to function as an onsite Salesforce Service Cloud and Genesys Cloud resource for our colleagues in PSP/PCCC (Patient Centric Call Center).
• Salesforce development, (including management of Salesforce and Genesys releases) and admin experience (especially with Service or Health Cloud); note that other CRM experience may be acceptable, but candidate will have to have all other boxes ticked to pass this hurdle.
• VOIP application admin experience (Genesys Cloud preferred, but applications like LiveVox, 5Nine, etc. are acceptable).
• Integration experience between VOIP and CRM (Genesys-to-Salesforce Service Cloud preferred).
• Experience in the call center space, especially in pharma, and especially in an agent-heavy environment with 50 agents (note: experience in another highly regulated environment like banking may be acceptable).
• Experience building out new interaction channels for existing call centers (e.g., adding chat functionality and other call deflection technologies).
• Experience working with LoB stakeholders directly.This 6+ month position starts ASAP.

ALPHA'S REQUIREMENT #23-00814
MUST BE ELIGIBLE TO WORK IN THE U.S. AS AN HOURLY W2 EMPLOYEE

Job Types: Full-time, Contract

Pay: $60.61 - $63.21 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person

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