Genesys Call Center Platform Owner
Cambridge, MassachusettsAt Takeda, we are guided by our purpose of creating better health for people and a brighter future for the world. Every corporate function plays a role in making sure we — as a Takeda team — can discover and deliver life-transforming treatments, guided by our commitment to patients, our people and the planet.
People join Takeda because they share in our purpose. And they stay because we’re committed to an inclusive, safe and empowering work environment that offers exceptional experiences and opportunities for everyone to pursue their own ambitions.
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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, MAU.S. Base Salary Range:
108,500.00 - 170,500.00The 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-termincentives. 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, MAWorker Type
EmployeeWorker Sub-Type
RegularTime Type
Full timeJob Exempt
YesSuccess profile
What makes a successful team member within Corporate at Takeda?
- Collaborative
- Strategic
- Insightful
- Results driven
- Goal-oriented
- Achiever
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Impact across generations Partnership brings together world-leading plasma companies to focus on developing and delivering a hyperimmune immunoglobulin in the global fight against COVID-19.
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Takeda Scoops Global Top Employers® Award Takeda Pharmaceutical Company Limited today announced it has become part of a select group of only 15 to receive Top Global Employer® status for 2024.
Working at Takeda
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Inclusion
Here, you will feel welcomed, respected, and valued as a vital contributor to our global team. -
Collaboration
A strong, borderless team, we strive together towards our priorities and inspiring mission. -
Innovation
Bold initiatives, continuous improvement, and creativity are at the heart of how we bring scientific breakthroughs from the lab to patients. -
Top Workplace
Recognized for our culture and way of working, we’re one of only 17 companies to receive Top Global Employer® status for 2024. -
Work-Life
Our people-first mission extends beyond patients to include their families, communities, and our own Takeda family. -
Empowerment
Through trust and respect, you will have genuine support from leaders, managers, and colleagues to do your best work.
We're Steadfast In Our Commitment to Four Key Imperatives
Patient
Responsibly translate science into highly innovative medicines and accelerate access to improve lives worldwide.
People
Create an exceptional people experience.
Planet
Protect our planet.
Data & Digital
Transform Takeda into the most trusted, data-driven, outcomes-based biopharmaceutical company.
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