**JOB DESCRIPTION**
**Primary accountabilities**:
- Telephony System and Contact Center administration and monitoring
- Coordinate with the Integral IT Service Desk to effectively resolve LAN/WAN/Telephony issues within our predefined service levels
- Maintain and administer user and telephone accounts according to our standard operating procedures
- Use Genesys Cloud to monitor and maintain maximum system performance levels
- Stay ahead of new Genesys Cloud CX system features, and recommend future solutions to our Innovation Lab.
**Job Qualification**
- Bachelor's degree in Computer Science or related area
- ** Experience with Genesys Cloud administration and end-user operational support**:
- Experience in network communication and/or telecommunications systems
- Or equivalent combination of education, training,



and experience that provide the individual with the required knowledge, skills, and abilities
**Knowledge, skills and abilities**:
- Business focused approach with strong communication skills
- Proven ability to tackle sophisticated system and technical problems
- Ability to multi task and pay close attention to detail
- Positive demeanor with a dedication to a high quality of work
- Demonstrate a proficiency and passion to learn new technical skills
- Understands fundamentals of the following technologies: LAN/WAN, TCP/IP, VOIP, SIP, and Cisco Call Manager
- Solid understanding with systems in use at PPD or within the CRO/Pharmaceutical industry

📌 Associate IT Comm Eng (Tláhuac)
🏢 Thermo Fisher Scientific
📍 Tláhuac