Senior Contact Engineer, IT Infrastructure-Remote

As a leading global contract research organization (CRO) with a passion for scientific rigor and decades of clinical development experience, Fortrea provides pharmaceutical, biotechnology, and medical device customers a wide range of clinical development, patient access and technology solutions across more than 20 therapeutic areas. With over 19,000 staff conducting operations in more than 90 countries, Fortrea is transforming drug and device development for partners and patients across the globe.

We are seeking a highly skilled and experienced Senior Contact Center Engineer to support Fortrea's enterprise Contact Centers. This role is responsible for the design, implementation, administration and optimization of current and emerging contact center solutions and technologies across the Fortrea enterprise. The required skills range from detailed technical knowledge of Cisco Voice/Contact Center system architecture to application specific business needs.

Responsibilities:

• Work and collaborate with project teams consisting of other Fortrea IT staff, Vendor professional services staff, Fortrea business customers and others.
• Work directly with the business customers to analyze existing contact center environments and design/implement solutions based on business requirements.
• Support and maintain Cisco Unified Communications systems including but not limited to UCCE, CVP, CUCM and CUC.
• Support enterprise contact center reporting needs using Aceyus and CUIC reporting tools.
• Work and collaborate with 3rd Party Providers and the Business customers on contact center products such as IVR, Call Recording and Work Force Optimization product suites and omni-channel features.
• Support Long Distance and Toll Free network features using carrier provided tools and systems.
• Maintain documentation of the UCCE environment and operational procedures.
• Assist in the development of contact center best practices and process documents for design, implementation, test plans, maintenance plans, and any other contact center related deliverables.

Requirements:

• Bachelor's Degree in Computer Science or 5+ years experience with national enterprise Cisco Contact Center environment.
• Cisco Certifications Preferred
• 5 years' experience designing, implementing, administering and monitoring enterprise level multi-site Cisco IP contact center environments.
• 5+ years' in-depth knowledge of AT&T's long distance and toll-free network and features.
• 5+ years' experience with telephony dial plan design and call routing/control protocols such as SIP, H.323, ISDN PRI, CAS, FXO, FXS, POTS.
• Experience designing and implementing contact center Omni-channel functionality (Chat, SMS, Email, Call Backs initiated from websites, etc)
• Strong problem solving skills.
• Strong customer facing skills along with strong verbal and written communication skills.
• Ability to maintain and foster a close working relationship with Fortrea Contact Center supervisors and staff while providing overall customer satisfaction and managing customer expectations.
• Ability to create and deliver Cisco Telephony environment presentation material to high level business and IT Senior Management personnel.
• Ability to work after hours in support of troubleshooting and implementations.
• Experience with Java and XML or VXML is a plus.
• Experience with IP networking, LAN/WAN switching and QoS is a plus.
• Potential Travel: 5%-10%

US Pay Range: $110,000-$135,000

Benefits: All job offers will be based on a candidate's skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. Regular, full-time or part-time employees working 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(K), ESPP, Paid time off (PTO) or Flexible time off (FTO), Company bonus where applicable. For more detailed information, please click here.

Labcorp's Clinical Development and Commercialization Services business is now Fortrea in connection with its planned spin-off from Fortrea, which is expected in mid-2023. Fortrea's spin-off from Fortrea is subject to satisfaction of certain customary conditions. This spin-off will position both organizations for accelerated growth and allow each to focus resources on distinct strategic priorities, customer and employee needs and value creation opportunities. As a provider of phase I-IV clinical trial management, regulatory guidance, patient access solutions and market access consulting, Fortrea will partner with both emerging and large pharmaceutical, biotechnology, device and diagnostic companies to drive healthcare innovation and improve the lives of patients worldwide.

Fortrea is looking for problem-solvers and creative thinkers who are passionate about breaking down barriers faced by sponsors of clinical trials, and who are committed to helping transform the development process to get promising life-changing ideas and therapies to patients faster. Join us as we cultivate a workspace where all employees have the opportunity to grow and make impacts on a global scale. For more information and questions related to Fortrea, please visit www.fortrea.com.

Labcorp is proud to be an Equal Opportunity Employer:

As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.

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