IDEXX
This is a 100% virtual role.
Department
We are the Global Telecommunications and AudioVisual team. Our mission is to provide a professional customer-focused, single point of contact for Contact Center support and advice within our big IDEXX family. We strive to deliver exceptional customer service and support 3 Contact Center suites (Avaya, Genesys Connect, Genesys Cloud), 270 Video Conference units and Cisco WebEx across 100+ IDEXX locations around the world. Most of the team works virtually in the US and we now have 2 telecom analysts virtually in Europe – Italy and Netherlands.
In this role:
You will assess and optimize telecommunications systems.
You will collaborate with users and create telephony solutions to meet the needs of our business and customers.
You will monitor day-to-day operation of telephone and related equipment, assisting in responding to user repairs and problems.
You will assist with maintaining “zero downtime” for telephone and related equipment.
You will analyze, evaluate and recommend additions, improvements and changes to the telecommunications voice network.
You will supervise installation of software and network services.
You will be on call 24×7 one week every 5 weeks (Monday – Sunday).
What does Success Look Like?
Day 1 – You are enthusiastic, willing to understand the role and absorb the content and eagerly jump in.
Day 30 – you have general understanding of IDEXX telecoms infrastructure.
Day 90 – you are independently working with the business on gathering the requirements and developing call flows and contact center suit process.
Day 365 – you are recommending improvements and changes enough experience to improve.
What You Will Need to Succeed?
You have Bachelor’s degree in Computer Science or related field, or equivalent combination of education and work experience required.
You have 5+ years’ experience with:
Contact Center leaders to create menus and call flows for Omni Channel interactions (Phone, Email, Chat…).
Contact Center reporting, voice analyzer and workforce management tools.
integration to other platforms – Salesforce, other PBX’s.
Cloud based platform (preferably Genesys Cloud) for a global company with over 1,000 agents.
You worked in international environment.
You have strong knowledge of Microsoft environment.
You are good at organizing your work and managing time.
You have excellent analytical and problem-solving skills.
You are a strong communicator both in writing and verbally. You are fluent in English and can hear English across multiple accents. Knowledge of other languages will an advantage.
You are able to work in stressful situations with flexible hours.
Your internet connection is strong and reliable.
You are prepared to travel from time to time.
Why IDEXX?
We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 9,000 talented people.
So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
Let’s Pursue What Matters.
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal law
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