Job Description Summary

　　Job Description

　　Why Join Us?

　　A career at BD means learning and working alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

　　To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

　　Become a maker of possible with us!

　　Excited to grow your career?

　　We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position, you see is right for you, we encourage you to apply!

　　Our people make all the difference in our success.

　　Within the Business Operations and Workforce Management team (WFM), the Contact Center Architect provides full life cycle analysis, development, support, and complex problem resolution that meets customer requirements and SLAs for Telephony platform. Possesses a working knowledge of end-to-end business and IT processes related to Telephony Call Center and IVR platforms. Work as part of Telephony support team with other technology leaders, development staff and technical/business analysts to create technical solutions. Communicate progress, technical issues, and issue resolution and partners with Leadership, the Workforce Management team, the Operations team, the Field team, and the Technical Support teams to serve as a consultative resource to meet department goals.

　　I. Department Overview

　　BD is one of the largest global medical device companies in the world and is advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. The BD MMS Service and Support organization provides technical service and field support to BD's dispensing customers with a mission that's focused on knowing there's a patient at the center of everything we do so our pledge is to deliver exceptional service to our customers.

　　II. Purpose

　　Within the Business Operations and Workforce Management team (WFM), the Contact Center Architect provides full life cycle analysis, development, support, and complex problem resolution that meets customer requirements and SLAs for Telephony platform. Possesses a working knowledge of end-to-end business and IT processes related to Telephony Call Center and IVR platforms. Work as part of Telephony support team with other technology leaders, development staff and technical/business analysts to create technical solutions. Communicate progress, technical issues, and issue resolution and partners with Leadership, the Workforce Management team, the Operations team, the Field team, and the Technical Support teams to serve as a consultative resource to meet department goals.

　　III. Overall responsibilities

　　Maintains telephony and routing system (40%)

　　Lead the overall architecture and ecosystem for Genesys Cloud IVR design, changes, enhancements, and administration that includes the following: call flow creation; configuration of ACD routing, agent, queues, skills, users, licensing, and language; maintaining and updating data tables; updating prompt verbiage; performing recurring test callsDocument the technical requirements, design, and testing information to ensure quality output that meets stated business needsPerforms application and technical problem-solving including advice, guidance and mentoring to staffAbility to lead multi-deliverable technical effortsCreate and modify technical processes, designs, and solutions as requiredIdentify and support resolution of risks that could impact ability to deliver results within the stated objectivesUnderstand and manage the effect of change (regulatory, market or internal) on business processes, IT solutions and toolsReview Google dialogflow dashboards and metrics and identify areas of opportunityAbility to lead multi-deliverable technical efforts

　　Supports projects (40%)

　　Support successful implementation of telephony projects and timely service and acts as an advocate for customer concerns and appropriately escalate issuesDeliver end to end application solution components on time and within budget that meet the stated business needs, and conform to IT methodologies and Data Management practicesParticipates in delivery of fully tested applications or components of more complex applications for System and Acceptance TestingCollaborate with other technology and development staff to provide solution alternatives that ensure key deliverables are achievedUses business knowledge and works with cross functional teams to support business case development that leverage the appropriate level of qualitative and quantitative information to support business objectivesIdentify and support resolution of risks that could impact ability to deliver results within the stated objectivesAssist cross functional teams with story creation and managing product backlogs

　　WFM & Administrative (20%)

　　Assist WFM in researching call instances for inquiry requests from the leadership teamCollaborate and support WFM functionsTimely completion of any Company or Department required trainingPerforms other duties as assigned

　　IV. Education & Experience Requirements

　　Bachelor's degree or equivalent experience in Information Technology, Computer Science, Computer Information Systems (CIS), or a related fieldExperience with Genesys, WFM, WWE, Designer, and Platform AdministrationExperience with Salesforce integrations with knowledge of Genesys cloud and Salesforce deployments and familiar with Salesforce flows and APIs between both systems1-2 years of System Analyst experience with IVR design, Call Routing, Speech Recognition, and Omni Channel SolutionsKnowledge of Google AI products. CX Dialog Flow, and Google Insights1-2 years of experience with Telephony Cloud platforms and On-Premises1-2 years Data Analytics / Operational Reporting - PBI, Tableau, SQL, ExcelExperience using Agile Methodology and Kanban Delivery Methods1-2 years of experience leading design meetings, refinements, demo calls, as well providing guidance to senior leadersExperience working with IVR Computer Telephony Integration (CTI) Screen Pops on platforms such as Genesys, Avaya, and CiscoAbility to explain complex technical information to technical and non-technical stakeholders

　　V. Required Soft Skills:

　　Approachable with a high degree of emotional intelligence and effective conflict resolutionAbility to manage time efficiently by use of strong organization and prioritization skillsSelf-starter with demonstrated ability to manage multiple prioritiesTailor communications to multiple levels of audiencesNegotiation skills

　　VI. Physical/Mental Requirements

　　Flexible in working hours - preferably North American daytime hours

　　Click on apply if this sounds like you!

　　Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

　　To learn more about BD visit: https://bd.com/careers

　　Primary Work Location

　　MYS Kuala Lumpur - Jalan Kerinchi

　　Additional Locations

　　Work Shift

　　MY2 Night 10p-7a Mon-Fri (Malaysia)