Job Description

Clario partners with the pharmaceutical industry to gather and organise clinical trial data, leading to quicker, more reliable trial outcomes. Join us as a Telephone System Administrator (GENESYS) to assist in providing world class customer service over the phone in support of clinical trials deployed at hundreds of clinical sites worldwide. You will be part of a growing team in Bangalore, working directly with our Clario colleagues across the globe - helping to bring new drugs to market, more quickly and more safely. See the impact you could have.

What we offer

Competitive compensation + shift allowances

Attractive benefits (security, flexibility, support and well-being)

Engaging employee programs

Technology for hybrid working and great onsite facilities

What you\'ll be doing

The Telephone System Administrator (GENESYS) oversees day-to-day operations and maintenance of the GENESYS Cloud platform, focusing on telephony systems for Customer Care. Ensuring efficient GENESYS Cloud functioning, user management, queue management, and customer experience which will include:

Utilize hands-on experience to optimize call handling, queue management and user management. 2. Oversee day-to-day GENESYS Cloud operations, ensuring efficiency

Develop best practices for GENESYS Cloud use, collaborating with internal stakeholders

Drive continuous improvement initiatives for GENESYS Cloud performance

Troubleshoot and resolve basic GENESYS Cloud technical issues.

Stay updated on GENESYS Cloud developments

Monitor and analyse platform metrics, generating reports for senior management.

Maintain professional relationships with Customer Care Process Analysts and IT

Add people to Genesys (required)

Assign roles, divisions, licenses, and add-ons

Modify the profile

Set up groups

Add locations

What we\'re looking for

Bachelor\'s degree in relevant field or equivalent practical experience

3+ years hands-on experience with GENESYS Cloud platform

Relevant certifications in GENESYS Cloud platform or related areas

Experience working with global teams

Hands-on experience in configuring call flows and routing

Experience in maintaining Genesys user management best practices

Familiarity with cloud-based telephony platforms

Knowledge of contact centre statistics and dashboard configuration

Experience in developing telecom best practices

Relevant certifications in GENESYS Cloud platform or related areas

Strong solutioning experience on GENESYS Cloud platform

Excellent communication skills in English

\xe2\x80\x8bAt Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives. We value the contribution each of our people brings. It\xe2\x80\x99s only through our people that we can continue to innovate technology that will shape the future of clinical trials.

Clario