Principal UC Architect

3 weeks ago

bangalore, India MUM Fortrea Development India Pvt Ltd Full time

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.

Job Overview:

This role will be responsible for overseeing the planning, design, implementation, and maintenance of Fortrea’ s Voice/Telephony & Contact Center service. It will play a critical role in ensuring the delivery of high-quality UCaaS & CCaaS services to support the organization's operations and strategic objectives. The ideal candidate will possess strong enterprise voice skills, extensive experience in complex UC design & architecture, and a proven track record of successfully operating within a managed services driven operating model.

Summary of Responsibilities:

Design and develop telephony/unified communications & Contact Center capabilities, to meet the different business functions requirements globally. Create architectural approaches for UCaaS and CCaaS design and implementation. Provide architectural governance and oversight over MSP supplied solutions. Provide in-depth UC subject matter expertise and guidance to executive management as well as other stakeholders responsible for the positioning, planning, and delivery of UC services. Liaise with various vendors and suppliers to improve and optimize existing UC solutions. Provide technological vision and strategy for UC transformation. You will be responsible for complex telephony/Contact Center design and changes within a global enterprise network. Collaborate with cross-functional teams to identify and resolve complex technical issues, ensuring timely resolution and minimal disruption to business operations. Work with the MSP and Telecom Service Providers to ensure that all parties understand the technical implications of changes that may be required in the solution as per business changing requirements.

Qualifications (Minimum Required):

Bachelor’s degree in information technology, computer science, or related fields. Unified Communications/Contact Center Certified.

Experience (Minimum Required):

Minimum 16 years of relevant experience in the production and design of complex Unified Communication Solutions, including requirements discovery and analysis, formulation of solution context, identification of solution alternatives and their assessment, technology selection, and design configuration. Experienced in designing Enterprise telephony solutions with strong experience in Cisco Unified Communications/MS Teams and Video Conferencing Solutions. Expert in Microsoft Teams Telephony Solutions and Meeting Rooms/MTR deployments. Strong knowledge of SBC’s, Voice Gateways, SIP/H323 Protocols. Working Knowledge of Contact Centre Solutions (Cisco), CCaaS Solutions (i.e., Amazon Connect / Genesys). Ability to Strategize and Simplify Unified Communication landscape with focus on continuous improvement of service and enhancing user experience. Must have MS Teams expertise and be able to follow on the technical design, to turn that into a physical build on all devices. Exceptional written and verbal communication and interpersonal skills. Demonstrated ability to partner with business stakeholders and navigate across conflicting priorities to balance critical tactical and strategic needs. Self-directed, self-motivated, and driven who can fill in the gaps as to what is needed, and to drive expected results.

Preferred Qualifications Include:

Bachelor’s degree in computer science, Computer Engineering, or related fields. MS Teams Certified Professional. Experience in the Pharma/CRO/Life Sciences space.

Fortrea is actively seeking motivated problem-solvers and creative thinkers who share our passion for overcoming barriers in clinical trials. Our unwavering commitment is to revolutionize the development process, ensuring the swift delivery of life-changing ideas and therapies to patients in need. Join our exceptional team and embrace a collaborative workspace where personal growth is nurtured, enabling you to make a meaningful global impact.

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